Answered

Tickets' Report

Hi Support Team,


I have downloaded the tickets report and in column 'Requester' instead of the contacts' names I can only see email addresses. Is there any way to set it up to have names instead?


Please see the screenshot attached for more details.


Thanks,

Jen

Requestor.PNG
(6.01 KB)

Best Answer

Hello,


Apologies for the late post. It is now possible to include Requester name in the ticket export file.


image

Cheers!


Hello Jenna, 


The "Requestor" field in Freshdesk considers the email address of the user by default, over their Name. 


But, there sure is a way in which you can get the name of the user come up on the ticket export. 


You can create a custom field called "Name" and create a Freshplug that automatically fills in this field with the name of the user. But, the only downside is that you need to open the ticket at least once in order for the Freshplug to execute. 


Otherwise, if most of your tickets are created from your portal rather than customers directly emailing you, then you can make the custom field "Name" mandatory to be filled in during ticket creation. 


You can then include this custom field on ticket export.


Let me know if you think this would help serve your purpose.


Thanks,

Anna


Answer

Hello,


Apologies for the late post. It is now possible to include Requester name in the ticket export file.


image

Cheers!