Onboarding Request Visibility in the Support Portal

We have the same requirement. - Bump :)

You can set so can set so requesters can see department tickets. Not sure if onboard tickets are included into that. 

If they are agents there are new screen for onboard in the agent portal. 

Yeah, if you set the tickets to see departmental tickets then it will show up in the Open tickets section, but the onboarding screens still have nothing in them. It would be good to see all onboarding requests together. Our HR staff aren’t agents, they use a different method to organize and track work.

Would really love to see this

Currently it is only possible to view the onboarding requests raised by the individual and not across all requests in the HR department. We'll take your feedback to our product team and recommend this for future roadmap.

Yes this is a requirement for our HR team too.

I guess you can share the ticket using a WFA with all of your HR members. 
Then they can see the ticket in the shared list. 

Many of our larger customer have onboarded HR as it’s own support group in freshservice. 

I had a quick look into this and looks like a pretty good work around. 

One concern I have is finding tickets shared with you in the portal is a bit longwinded, however it maybe an option to add a section/button somewhere on the homepage of the portal hyperlinked to the URL of that filter. 

https://DOMAIN.freshservice.com/support/tickets?wf_filter=ticket_shared_with_me&wf_order=created_at&wf_order_type=desc&requested_by=0&per_page=10&page=1

Thanks for the idea Daniel! 

Our HR head doesn’t really care about seeing the regular tickets of everyone in the HR department, but absolutely wants to be able to look up the progress of Onboarding tickets submitted by anyone in the HR department.

To me this is the most compelling case for allowing someone to see all tickets submitted by their department, yet it doesn’t work… I hope this gets fixed soon.

I created an idea for this which according to support is the only way to log enhancements or missing functionality in a trackable manner.  It needs significant upvotes before it will be considered.

I linked this thread to the idea.  Please upvote so it can be considered and fixed.

 

• Check User Roles and Permissions: Make sure that the HR users have the appropriate role or permissions to view all onboarding requests. Some systems allow you to set permissions based on user roles (like HR) or groups. You might need to create or modify a user group that includes all HR members and give that group access to view all tickets in the Onboarding request queue. winpkrapk.com .I am impressed by this source.

• Shared Queue or Visibility Settings: Look for an option to make the "Onboarding" request queue shared or publicly visible to HR users. Some systems allow you to configure queues so that multiple users or specific groups can view and manage requests within that queue