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Topics started by Timour

2 Topics

Timour
Contributor
TimourContributor
asked in API and Webhooks

[HOW TO] - Parsing incoming emails SUBJET or DESCRIPTION to populate TICKET FIELDS

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields.    EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDESK) sends an email to the client, The client answers this email, via email of course, This client answer triggers the creation of a ticket in FRESHDESK unlike the case of the CHATBOT, here we do not have

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Timour
Contributor
1 year ago
Timour
Contributor
TimourContributor
asked in How do I....?

Interact with CLIENT / SUPPLIER(s) / INTERNAL TEAM when addressing a single request

Hi everyone, We are currently looking to centralise the management and follow-up of requests or incidents in a single tool. One of our options would be to do this in FRESHDESK. As of today we are using FRESHDESK only to handle the AGENT ↔ CLIENT relationship.In this message I would like to have your opinion on what you would do to “enrich” our use of the FRESHDESK solution in order for us to be able, for the same request, to cover :  AGENT ↔ CLIENT  discussion AGENT ↔ SUPPLIER  discussion AGENT ↔ ANOTHER INTERNAL TEAM  discussion I know there are plenty of ways of doing things in FRESHDESK (Forwards, Child tickets, Shared Ownership etc.), and they all have their strengths and limitations, so I would love to get your view on how you would do this and why. Let me share how we work today and what we are looking to achieve. We are running quite a complex operation but I will do my best to share the relevant level of information. 1 - What we do todayWe get requests from CLIENTS but also

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Timour
Contributor
2 months ago

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