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We have recently begun migrating our IT helpdesk tickets over from Freshdesk to Freshservice via the Threads option. All of our internal and external customers utilize one entry for help and that is via Freshdesk. Due to our assets moving to freshservice, we wanted to be able to track tickets associated with them. As a result, we setup the thread option in Freshdesk. 

However, when a ticket is threaded over, it puts the agent of the Freshdesk ticket as the requester instead of the contact who originally sent in the ticket. This forces us to have to edit the freshservice ticket to the customer in order to associate the asset with that customer. 

How can we have the thread put the Freshdesk contact as the requester and not the Freshdesk agent?

 

Hi.

Sounds really interesting. I guess you’re working without an integration / implementation partner.

But you can contact support and they would be able to help you address this. Being that said, I’d suggest to submit a support case.

 

 

Regards,

 

Hi @myalung,

you can do this by using API even if it will be quite difficult. First of all you need a custom field in Freshdesk that contains the ticket ID of the Freshdesk ticket (as the ticket id is not available within FS as a custom field within the integration). This field needs to be synced to every Freshservice ticket within the settings for the integration.

This is synced immediately when you create an incident using the integration. There is a bug when you create service requests and the sync of the custom field from FD to FS is not happening immediately.

You can now use the ticket ID in a workflow in FS to fetch the ticket data from FD. Extracting the email address of the customer, using api towards FS to change the requester. We did something similar to automate a few things like having the same due date for FD and FS ticket.

Best regards
Daniel

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