Deskでは課題起票当事者１人とのコミュニケーションしか活動を記録できない

Deskでは課題起票当事者１人とのコミュニケーションしか活動を記録できない

ある顧客Aさんから電話で着信があり問い合わせが起票されました。

この件について、Bさんへ電話しなければならなく、通話を作成しようとすると、連絡先の名前フィールドには顧客Aさんが自動入力されており、さらに変更できません。
通話の相手先で考えると本来Bさんを連絡先として登録しなければなりません。

通話は問い合わせと関連付けされていれば、顧客Aの事案だということがわかります。
それなのに、通話、ミーティング（現在の予定）、タスクすべての活動の連絡先の名前フィールド顧客Aさんに固定されます。

不可解なのは連絡先の名前フィールドは、フィールドに文字を打つサジェスト検索や新規登録はできないものの、よくよく触ると虫眼鏡アイコンをクリックすると変更できるようです。
このウィジェットは、検索を促し、なければ新規登録させる、という利便性が損なわれており、他のCRMなどのウィジェットと整合もありません。
ここで連絡先を変更すると、問い合わせとの関連が切れるのではないでしょうか？
もしかすると隠しフィールドではないですが、内部的には問い合わせに対しても関連するデータを保持しているのでしょうか？

Salesforceでは、相手方としてのフィールドと、関連付けれれるオブジェクト（Zohoでいえばタブ）のフィールド２種類があり、それぞれ変更できます。
Deskではありますが、CRMの概念でいううと、様々なオブジェクト（タブ）としての活動として関連づけ、さらに相手先を自由に関連付けられます。
そうでなければAさん以外の活動が記録できません。

上記になっていれば、問い合わせから活動を入力記録するだけではなく、活動から問い合わせを選び、その問い合わせの対応のためにだれに対して活動しているのか、といったシンプルな入力もできるはずです。

カスタムフィールドで余計な関連フィールドを作成すると複雑化しますし、エレガント（無駄がなく整理されていること）ではありません。




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