Add A Bespoke Note to a Ticket Based on ContactSOLVE
Feb 21, 2021 4:02 PM
We have various customers with specific environments/support arrangements that we want to bring to the attention of the support agent when handling a support request from that particular customer.
What we did in our previous system (Helpscout) was create a workflow that said if a ticket is raised by a contact that contained email x then add a note to the ticket. Within that note were specific details about the customer that were then presented to the agent before they started working on it.
Does anyone do anything similar and if so could you share how?
Solved! Go to Solution.
Feb 23, 2021 12:39 AM
To highlight this to the engineers, you could add a custom field to the sidebar that has the value "Bespoke arrangement – check associated contact and company record". This field could be filled by a contact-based workflow. The limitation is just that you can't use contact personalization tokens in single line text ticket properties.
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