Auto populate customer information in fields in helpdesk portal

Mayur Gaikwad/Tech PMO

Hi,

We have recently released helpdesk option for our internal employees to raise requests as part of ITSM flow. But, we are unable to auto-populate the details of this requestor like first and last name, email ID.

Any configuration required so that we can fetch the employee details and auto-populate this information in fields shown on helpdesk so the requestor need not fill in these fields?

Walter Buggenhout

Hi @Mayur Gaikwad/Tech PMO,

When people create a ticket through the portal, they are (automatically) the reporter of that ticket. This is a user field that - behind the scenes - contains this information. By knowing who the reporter is, you have all you need to communicate with the user.

I don't know why you would want to extract things like email or names from that reporter field into other fields. But if you do, you can have a look at automation rules with smart values, as described in this support article.

Hope this helps!