Sep 19, 2018 4:34 PM
I have a client that is receiving most of their service calls as inbound phone calls, I would like to require that a contact is associated with a ticket before it can be created. Exactly like required fields work for ticket creation, but this would be for a contact.
When call volume is high, sometimes associating the ticket with a contact gets missed which than creates a lot of headaches for when responding to the ticket.
Sep 19, 2018 6:47 PM
Oct 24, 2018 10:28 AM - edited Oct 24, 2018 10:33 AM
If your people are working through the ticket pipleine vs creating tickets through contacts I could see where this would be an issue. I would like to see that required as well but to fix your issue in the short term I would train reps to work through the contact instead of the creating tickets via the pipeline. This will automatically associate a contact to a ticket and theres no way to remove the contact either.
Hope that helps!