Managing Requestor's/Contacts and Companies in the Helpdesk
Directives on Ticket visibility
All tickets should have a company assigned. Be careful how users are linked to tickets to ensure they are not given access to tickets where they are not permitted. Agents should be vigilant about changes to contacts and companies, taking a long-term view to create or update contacts and companies, and fix problems or deliver improvements for resellers and colleagues.
If a reseller's first name is created as "john" instead of "John," rather than repeatedly correcting the reply on the ticket, take the time to access the contact and correct the format of the name on the contact.
Status and company name
Closed tickets cannot have the company edited. If the status of the ticket is anything other than closed, it can be edited. If visibility of a closed ticket is required, change the ticket status, edit the company, then place the ticket back in a closed state
Contact Visibility of tickets
When the contact is a reseller, they will need visibility of other tickets under their company. It is extremely important that this option is not enabled for any third parties and is only permitted for the appropriate audience, such as customers. This could result in a breach of GDPR. If in doubt, speak to a manager or senior team member.
You can enable the following options:
- Can see all tickets from associated companies.
- Can see all changes from these companies
Resellers
If a reseller's company does not exist, it should be created, and their domain should be included to ensure future users are associated.
Staff
If a member of Midwich or Nimans staff forwards an email, change the contact to the reseller they forwarded it on behalf of. Add the staff member as a watcher or CC them if they need to continue
End Customers:
If a reseller's end customer has been included in a ticket, they should be removed unless instructed otherwise by a manager/senior.
Editing Tickets
Tickets can be edited by clicking the edit button.
Change the contact where necessary remove any unnecessary information form the description field.
The company name can be edited using the company field existing companies can be selected from the drop down and if the required companies
Creating Companies
Where a resellers company is not set a company should be created and it should have a domain defined so that all future communication from this reseller has the correct company name against it. This is done using the domain for example nimans.net.This would result in all future emails which end @nimans.net being associated with the same company.
The new company can be created be selecting "New Company" from the admin section under "Companies"
The domain is mandatory to make sure that this information is always populated where possible. If you are in a scenario where the company doesn't have it's own domain you should use "example.test". We should never ever add gmail or generic email addresses like outlook.com it's not possible for us to restrict incorrect domains being added a feature request has been submitted to freshservice.
Associating existing users if a user has been created before a company the existing users need to be associated with the company. To do this click add members 
Then search for the domain and select any users that already match. Annoyingly the system doesn't show you which users are already added so it's best to work down the filtered list one by one. Once you have added these users all future users will associate due to the fact you have now added the domain. Further guidance on this is available from Automatically Associating Contacts with Companies
Below are some relevant articles from freshservice support that will expand your knowledge on the topics already introduced. Please read these and if you have any feedback or questions on this article please contact
User Management
How to find the User ID (or Responder ID) of an agent
Merging Users in Freshservice (Advanced Scenarios)
Managing requesters in Freshservice
Importing requesters from a CSV file
Guidelines to importing requesters from CSV files