Trying to link Service Desk users to a Customer Name



We are a services group and we are trying to implement Service Desk to replace Team Support. However, our biggest challenge, for reporting and metrics reasons, is to assign a user to a specific customer. 

We have around 100+ customers and we would like to have all support tickets to come to a single Service desk instance.


Any clue on how to achieve this without having to create 100+ Service Desk projects? 



1 answer

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Common problem and no clean solution that I know of.

The way we implemented it was to add a Customer field which would be completed by the agent when the ticket is first assigned.

We can then use that field in reporting.

We found EazyBI to be a good reporting solution.

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