May 27, 2022 7:14 AM
I have created a Customer Object, Location. There are fields in the Object that we need for reporting purposes. This now appears on the righthand side bar but until a ticket is created and saved it can't be used whilst the ticket is open. Therefore this custom object needs to associate to Tickets without having to save the ticket then go into the view ticket option and then associate the location to the ticket. This adds too much time to the agents workload and is also likely to get missed if they then move to another call / email coming in.
May 28, 2022 6:18 PM
You could either create a new Location every time the ticket is created and associate it through the Workflow builder. If it is a 1 Location to many tickets situation, you may want to use the Operations Hub or Zapier to find the Location object attached to the company every time a ticket is created and attach that Location to the ticket.