Is there a way to show important company information in a ticket - so that it is in the agent’s face? They wouldn’t have to drill into the company details to see important information.
For example If we make the Health Score ‘At Risk’, because we are concerned about retention and want to handle them with care. Maybe they have OS AR and we want to forward to the accounting team, before we assist them. Something like this that doesn’t come up often.
How do we identify these companies when the agent opens the ticket?
If there isn’t functionality for this, any thoughts how to use what is out there to do this - in our case, we are not using a lot of the available functionality/fields, so we most likely have an unused field that we can use to do this in some manner.
Thanks for the feedback. Do you know if the company icon will be a different color if it is at Risk versus happy? Just was looking for a quick visual on the ticket to indicate something unique needs to be done with this company.
I would suspect that agents will not drill into the company info if there typically is no need.
Hi JoDel.
You might consider setting those Companies/Contacts as VIP, so you will have the Visual of VIP when accessing the ticket.
Is there a way to show important company information in a ticket - so that it is in the agent’s face? They wouldn’t have to drill into the company details to see important information.
For example If we make the Health Score ‘At Risk’, because we are concerned about retention and want to handle them with care. Maybe they have OS AR and we want to forward to the accounting team, before we assist them. Something like this that doesn’t come up often.
How do we identify these companies when the agent opens the ticket?
If there isn’t functionality for this, any thoughts how to use what is out there to do this - in our case, we are not using a lot of the available functionality/fields, so we most likely have an unused field that we can use to do this in some manner.
This is what I suggest One effective way to ensure important company information is prominently visible to agents is by utilizing custom fields within your ticketing system. Identify a field that is currently unused or repurpose an existing one to capture critical details such as Health Score status or special instructions.
For instance, you could create a custom field named "Priority Notes" where agents can quickly see any urgent instructions or concerns related to the company. Regularly update this field to reflect important information like an 'At Risk' Health Score or the need to forward the ticket to the accounting team.
Additionally, you might consider implementing color-coded flags or tags that are easily noticeable. For example, assign a specific color to tickets with high-priority information, making it visually distinct when an agent opens the ticket.
Remember to provide clear guidelines to your team on how to use these fields consistently for better visibility and efficiency in handling different scenarios.
Best regards,
Special
Hi Daniel,
Thanks for the feedback. Do you know if the company icon will be a different color if it is at Risk versus happy? Just was looking for a quick visual on the ticket to indicate something unique needs to be done with this company.
I would suspect that agents will not drill into the company info if there typically is no need.
The icon going to be the same. You need to click on it to view the company data.
Agree with @JoDel on this one - the ability to see company info on the ticket screen would be a huge help.
@JoDel did you submit an idea for this?
@RobCrossHM - No I hadn’t created an idea.
I’ve created an idea for it. I know there are chargeable add-on’s available, but I think this should be part of the core product. Please Up-Vote it if you agree
Firstly, apologies if someone has already posted this solution.
I find that custom fields work well for this purpose.
Steps to Add Custom Fields:
Go to Admin > Customer Fields > Companies > Customize Requester Widget.
If the field you need is not there, you can easily create one in the Companies area and drag it to the desired location on the form (e.g., "Important Notes").
When using the Customize Requester Widget, I find that less is more. This will show up on every ticket associated with that company.
Hope this helps!
Hi @HannahH Believe it or not, I stumbled across that config earlier this week, but completely forgot that I’d posted on here about it.
Thanks for replying!
Hi @JoDel,
Greetings from Freshworks community. You can make use of company fields under admin > Ticket field to add important information about the company so that any ticket raised would have that info visible on the ticket.
you can make use of “Customized Widget” available on the top right corner and add the field
here I have added notes to the requester widgets and when you fill this filed “ note” wish an information the same would be visible on all the tickets raised from this company.
