Need some clarifications in enabling Redwood Helpdesk
Hi Team, we are starting implementation of Redwood helpdesk. However there are few requirements which I am not sure If it is feasible in Redwood heldpesk. Please can someone clarify me.
- Is it possible to configure a telephone channel so that employee can dial that number and create/update the helpdesk ticket through that and even talk to agent?
- If so, how agent can validate the user calling?
- In classic, we have Relationship where agents can merge other SRs, is it possible in Redwood to avoid duplicate helpdesk tickets being created?
- Is it possible to import helpdesk tickets, update contacts, team members etc. ? Dont see import option in UI.