Email tickets will get synced to Pivotal. This article explains the process:

  1. Ticket comes into Freshdesk via email
  2. Ticket is impacted by a rule which changes the ticket field “Pivotal sync” to “Sync” – this is so the sync program knows which tickets to actually sync. Changing this manually has the same outcome.
  3. NBS Agent opens the ticket and checks the contact on it - they must have a company.
    1. If a company is not set, link the contact to a company. Create a company if none exists (top right of Freshdesk next to New Ticket), The name of the company should be accurate but does not have to match Pivotal exactly.
    2. Check the linked Freshdesk company has a Pivotal ID field with numbers. If not, open Pivotal and find the invoice company of the customer. Then find the Company number (example below)
    3. Add this number into the Freshdesk company data. Save changes.
  4. NBS agent then finishes ticket as normal.
  5. Once a day (TBC) the sync will occur. It will use the Pivotal ID on tickets with "Sync" active.

If a ticket is synced without a linked company or Pivotal ID it will go to the "Freshdesk Integration Company" in Pivotal instead. Keep an eye on this company to look for such tickets, and fix their attached details in Freshdesk.