Overview

This article covers how to configure the Department field to auto-populate in tickets based on the requester's department, the current limitation within the Journeys module, and how to follow up on a related feature request.

Configuring Department to Population in Tickets and in Journeys

This can be achieved using a workflow as soon as a ticket is created either directly or through journeys. We need to set up a workflow which will do a get call on the requester that will allow us to get the values of the department, and then we have to do a update call to the field where we need to update the requesters department.

Following Up on a Feature Request

To check whether a feature request for Department auto-population in Journeys has been registered for consideration, reach out to Freshservice Support for an update on its status. Additionally, monitor official Freshservice channels such as the help center or product update notifications for any announcements. The status of any submitted support ticket can be tracked via the Freshservice support portal.