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Interacting with multiple customer support teams and multiple application vendor support teams??

  • April 20, 2020
  • 1 reply
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E
Debut

 

We have a scenario at our workplace (i am not sure if it is unique to us) however, here we have customer companies (not individual customers) all of them having their own helpdesk ticketing system and we a lot of application companies who have their own ticketing system as well. We are like middleware in between and we kind of are a slice of meat between the bread.  Customer companies will report their issues to us and we work with the application companies to solve their issues. We are not able to find a way to put this workflow in Freshdesk. Any suggestions..


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    1 reply

    R
    • raj.kumar
    • Participating Frequently
    • May 22, 2020

    Hello Elliot,

    Hope you are well. Regarding your query, to tackle this use case you can try out the parent child ticketing feature which is available from the Estate plan. Through this feature, the tickets raised by the customer companies could be the parent ticket and you can create a child ticket for each parent. In the child you can have the communication with the vendors about the parent ticket.

    You can read more about this feature from the link below.
    https://support.freshdesk.com/support/solutions/folders/272497 

    Feel free to reach out to support@freshdesk.com for any further queries on this and we'll be happy to help you around. Have a good day. Cheers!

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