Ticket Sections based on Ticket Type AND Custom Field (Including Dependent)
started a topic
almost 5 years ago
The new section by type on tickets is good but for me just the type doesn't really help, so an example is with the type support, where that support is for tens of different products which each require different pieces of information so I need to use Type and Product to show/hide sections/fields otherwise I need types such as "Support - Product 1", "Support - Product 2", e.t.c. which as you can see will soon get messy.
Hey Daniel, we struggle with the same issues. We have 10 products. Freshdesk helped assist us when we set it up as follows: product name ------> type------->reason----->category.
The main type field (product name) is directly connected to product. So whenever product name is updated product is as well. So we hid product from our agent facing pages.
The issue with the way we set up stuff, is that now as we scale, it is becoming very hard to look at reports with all of the similar custom fields. We have been forced to stick to exports and excels.
Did you find a solution to this? How are you getting along with these challenges (open to anyone else chiming in!)?