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Topics started by marcojx

2 Topics

M
Apprentice
marcojxApprentice
asked in Automations and Workflows

Managing company field on ticket

Hello,We have a lot of customer that do not want to be bothered by emails when we create a ticket. Still, we need to keep track of the customer requesting the service / ticket.We would like to have a modifiable company field on ticket, but this is not possible apparently.A typical workflow on our side is:a customer calls sales to add something to their subscription the sales guy create a freshdesk ticket to manage additional delivery and so on the customer will follow up with the sales guy through phoneIn this workflow the ticket requester is our sales guy and we have no idea (except in the ticket description) for which this ticket is for, because there is no "Company" or "Customer" field we could manually set up.Any idea to improve this workflow ?thanks

0
M
Apprentice
1 year ago
M
Apprentice
marcojxApprentice
asked in API and Webhooks

Cannot use API Key when user is not connected

Hello,We are subscribing Freshdesk through an official reseller. We have no access to the API Key page.Our reseller provided us a key associated with a user, but we cannot perform any operation with the key if the user is not connected.Having used Freshdesk before, directly subscribing to Freshdesk, any user API key could be used even if the user is not logged in Freshdesk.Is this correct ? Is it an expected behavior of a user key generated by a Freshdesk reseller ?thanksMarc

1
Aishvarya
Community Manager
1 year ago

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