Freshdesk - Customer can view all company ticket

Hi,

Is it me, or is this option removed? I have the free plan.

I remember setting this up before correctly, but recently an user asked why the other tickets of her company weren’t visible.

In Freshdesk, it is possible to configure the system to allow customers to view all tickets associated with their company. This feature can be especially useful for teams working with multiple customers within the same organization, enabling them to track and manage all support requests efficiently.

@strurgeongenera where is this option to allow customers to view all tickets associated with their company. I am also using the free version of Freshdesk, but I cannot find this option in my instance. Please share screenshot or navigation guide.

Also not there under the Pro package.  Article linked to doesn’t exist either.

Got a response from support.  The option wasn’t very obvious (and the missing article didn’t help).

It’s here

Yes, this is possible if your ticketing system supports organization-wide visibility. Ensure that both customers are linked to Company XX and check for a setting that allows company-wide ticket sharing. Some systems let you assign roles (e.g., directors or managers) to see all company-related tickets. If not available by default, you may need to configure permissions or workflows to enable this.

I found this thread, because I’m already aware of the setting “Allow this contact to view all this company’s tickets,” but I can’t find a way to have that Enabled by default for All new contacts created.

Is there a way to:

1. Search for Contacts where this setting is Not Enabled?
2. Make this setting Enabled by default when any new Contact is created?
3. If No to #2, is there a way to create an Automation to Enable this setting any time a contact does Not have it Enabled?

Thank you!

In Freshdesk, customers can be granted access to view all tickets raised within their company, enabling better transparency and collaboration. This feature, known as "Company Tickets," allows users to track issues, monitor resolutions, and avoid duplicate requests by viewing tickets submitted by colleagues. Admins can configure this setting to ensure that only authorized users within the organization have visibility into these tickets.

Thanks, but I’m afraid this doesn’t answer any of my questions, as I already know the feature exists and how to change it per individual contact.

However, I still can’t find a way to ensure it is Enabled by Default for all new Contacts and update existing Contacts in bulk (or at least identify existing Contacts with this feature Disabled without having to click through each and every one).

Yes, it is possible to set permissions so that customers associated with the same company can view each other's tickets. You would need to configure the system to allow access based on company associations or roles, enabling customer AA (director) to view their own ticket as well as customer BB’s ticket. This typically involves adjusting user access settings according to their company affiliation.