Require SSO/Authentication for Helpdesk/Tickets
Currently we can keep Feedback forums locked so that only authenticated users get in. I unknowingly figured Helpdesk worked the same way. I need to be able to tie tickets to users so I can get statistics back into our CRM system on how often each customer uses support. We also want to have a call center app for our CSRs that will allow them to pull up the last X tickets for the customer they are on the phone with. We can do this with feedback/ideas but not tickets. Or at least could we get all the tickets for a given email address or partial email address?
We're excited to start digging into solutions to this problem more.