One email creating many tickets, possibly with different owners
started a topic
over 3 years ago
I am currently considering the move to FreshDesk from our current solution. One of the main sources of tickets are from our onboarding and separation processes from HR. The current solution receives one email from a generic HR web entry portal. That specific email generates either X or Y numbers of tickets, based on whether they are a new employee or leaving the company.
For instance, the New Hire process creates a master ticket and sub-tickets for login account, machines, and telephones. The Separation tickets contain the same, plus extras to recoup equipment and make sure that we check all nooks and crannies for the various accounts (and data) users may have picked up over the years, beyond the basics. The master ticket in each process is owned by the HR person, with no one really being in charge of the sub-tickets. When the last sub-ticket is closed, the master ticket closes, notifying the HR person.
This prevents the HR person from being spammed into oblivion and gives us a checklist. It wouldn't be a deal breaker if the different owner portion wasn't supported. The bigger deal is a single email creating multiple tickets, hopefully in a master/child relationship. Is that possible?