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Topics started by Jaapbg

3 Topics

J
Skilled Expert
JaapbgSkilled Expert
asked in Portals, Emails & Other Channels

Hide agent name from portal ticket list snippet

I was able to hide the agent name from the ticket details with;jQuery('#ticket-field-agent').hide();And some other fields like this; var SupportForm = ['helpdesk_ticket_priority'] SupportForm.map(function(field_id){ jQuery('#'+field_id).parents('.controls ').remove(); })However the agent name is still showing to our customers in the ticket list view on the portal.{% snippet ticket_list %} The agent name doesn’t have a field id or it’s own div here, I could hide the whole help-text line but that would also remove the created by and created date information from the list view.I need to only hide the agent nameHow can I achieve this?

11
C
Community Debut
26 days ago
J
Skilled Expert
JaapbgSkilled Expert
asked in Analytics, Reports & Dashboards

How to add/use company fields in analytics

I would like to use fields from the Companies in my analytic reports.e.g. I show how much tickets per company, but also need to show how many tickets per Industry and Account tier.Also would like to use customer fields from Companies to get better context in the reports.e.g. a company with a small number of locations submitting x number of tickets, might be telling a different story than a company with a very large number of locations submitting the same amount of tickets.The tickets are linked to companies, and the companies contain this information, so data technically it should be possible (I expected the fields to be available for e.g. group by)Can this be achieved somehow within freshdesk analytics?

5
jordancoxi
Community Debut
4 months ago
J
Skilled Expert
JaapbgSkilled Expert
asked in Portals, Emails & Other Channels

Agent tickets with internal issues not assigned to any company

When one of our agents creates an internal ticket (so his own name as requester) our internal customers cannot see these tickets.Our company name is CONTOSO.Internal customers (so not agents) cannot see these tickets like our customers can for their own company. (Collaborator is not a solution)We can assign the ticket to a dummy internal email so that it gets assigned to our internal company name (best work-a-round so far) however the requesting agent doesn’t receives replies anymore when another agents replies to the issue. There are workaround for this also, but what would make more sense is, that if some from @contoso.com creates a ticket, agent or internal customer alike, the ticket gets assigned to the corresponding company CONTOSO. This would also fix issues in empty company names in analytic reports.How is this supposed to work/e.g. how can I get the agent created tickets (where an agent asks support) assigned to a company

5
Gopal_Reddy
Community Debut
1 year ago

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