It would be nice to have a way to define packages being shipped to end-users and update the support tech when the tracking info shows the package has arrived. For instance, if I attach a UPS or FedEx tracking number, it will provide tracking updates as the package is updated by the carrier as a private note on the ticket. This will make it easier for large-scale shipment to remote users, like what many of us are facing right now in the wake of the pandemic.
Hi Joe, currently we do not have this feature in our roadmap as a out-of-the-box offering. But this looks like a great app contender. Have you checked our marketplace platform yet? The marketplace platform lets you customise and extend the OOTB Freshservice offering by building scalable solutions via apps on top your Freshservice instance. If the capability is a must have, you can leverage our marketplace platform and open APIs to get the integration built, either by yourselves or leveraging our experienced partner ecosystem.