Answered

How to ID priority/VIP customers?

We would like to be able to flag certain customers as VIPs, and automatically have their tickets get higher priority in the system.

 

Is this possible? I thought I might be able to use the tags field on the customer record to tie this into automation, but it doesn't look like I can access that in Dispatch'r.

 

It also looks like I can't change the tags on a customer via the API, which I would need to be able to do so I can automate this from our web site.


Best Answer

Hi,


The option to associate one contact to multiple companies is now possible in Freshdesk.You can check on this article to get more insights on the feature.


Cheers!


2 people have this question

Can one customer be associated with two companies?

I support multiple companies, but I'd like to be able to designate VIPs within those companies and be able to report on them.  Is this possible?

We would like to be able to flag certain companies as VIPs, and automatically have their tickets get higher priority in the system.
The only way is with the "priority" or, is this possible with "health score" or "account_tier" ? 

We need category on customers, better if on company! 

Answer

Hi,


The option to associate one contact to multiple companies is now possible in Freshdesk.You can check on this article to get more insights on the feature.


Cheers!

Hey Jim,


Thank you for reaching out to us.


If you would like to flag certain customers as VIPs and automatically get their tickets have high priority in your system, you can set up the Dispatch'r rule like the one below :


Condition : Company/Contact Name is X


Action : Set Priority As High


You can do this for multiple companies or customers and every time you have a ticket come in from them, it will be automatically marked as a High priority one. 


Let me know your thoughts on this.


Thanks,

Annapoorna 

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