Can you add Source and Tag to the Submit a ticket form?
I want to start tracking phone calls to our Help Desk, and it would be faster if the agents could complete all ticket fields from the submit a ticket form instead of creating the ticket and then updating after it is submitted.
A time spent field on their would be excellent as well.
Would also be helpful when a customer sends an email directly to me and I copy that into a new ticket for them.
over 2 years ago
By default, the source of the agent created ticket would be set to "Phone". This is with the ideation that the agents can use this form to create a ticket while they are on a phone call with the user. They would also be able to associate a tag to the ticket.
Marcus | Swedbyte
over 2 years ago
@Aravind, while I agree that in most cases the source probably is "Phone" when an agent uses the "New Ticket" option, it would be really nice if it was possible to change the Source manually for those cases when it's not. And even better; to also be able to set the source in the "Ticket Templates" for different customized alternatives.
I hear this request from many customers.
4 people like this
8 months ago
Is Freshdesk anywhere closer on this request? I'd like to change the source on a ticket and not have it default to Phone. In fact, I want no default and to allow my staff to choose the Source as we get tickets from email, portal, text and phone calls. Text is not an option so the data is inaccurate. I plan to add a custom field but it seems pointless to do that when you have a source, just let us change it.
3 people like this
4 months ago
We need this too! It's wrong to assume that the source of the ticket is 'Phone', when it could be a physical conversation with a customer or a colleague, or something that was sent into an incorrect email or person.
Just need a 'Source' dropdown...
1 person likes this
4 months ago
I talked yesterday with someone on your chat, giving them the link to this discussion and even though this has the tag "implemented", on the chat they said that the option does not exist :)
We really need this option. If it's implemented, we need to use it. If it's not, get your ducks in a row and change the status of this discussion :)
25 days ago
We’d also welcome this feature. Our use cases:
Set a proper Source for manually imported tickets during the migration. (We migrated tweets and Twitter DMs manually.)
Use other/external Sources. (We’re creator of a software tool which is distributed via the Mac App Store and we collect App Store reviews in Freshdesk by manually entering them. It’d be nice if we could mark them with a proper Source instead of „Phone“. Even a static source like „External“ would help.)
9 days ago
Apologies for the delay. Hope you are all well. The source of tickets created by + new tickets will be phone by default and it wouldn't be possible to change this from the UI. However, as a workaround, you can trigger a webhook in the ticket creation rules to change the source of a ticket.
To do this, please go to Admin > automations > Ticket creation > New rule. Configure the rule to be triggered when the source is phone and include other conditions as well if needed and perform action to trigger a webhook.