답변 3개
I need a different solution. Just to be clearer, I want to replace a Freshdesk customer incident ticketing system with Salesforce Cases. So, when a Fresh Service ticket requires technical support, I want the Agent to be able to trigger an issue/task (New Record) in GitHub. Then, depending on what the issue is, we have 'Resolver Groups' within GitHub who will pick these issues up with pre-populated fileds and work on them. As they progress the fix, the status can update the Saleforce Case and finally set the Case to 'Resolved' Status with a solution summary ready to be used as a Knowledge Article. The Agent and the Tech team can stay in-touch via Slack integration (for which i already have a solution)
