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Is there a way to allow all users within our HR department to see all Onboarding requests ? At the moment, when a HR user logs into the support portal and requests a new employee all of the tickets are created and that request is visible in the support portal under onboarding requests. However, if another HR user logs into the support portal they cannot see that onboarding request and they will occasionally submit another request for the same new employee. If there was a way to allow an entire department see all Onboarding requests, that would be awesome but I can’t find anyway to do that. Am I missing something ?

We have the same requirement. - Bump :)

Is there a way to allow all users within our HR department to see all Onboarding requests ? At the moment, when a HR user logs into the support portal and requests a new employee all of the tickets are created and that request is visible in the support portal under onboarding requests. However, if another HR user logs into the support portal they cannot see that onboarding request and they will occasionally submit another request for the same new employee. If there was a way to allow an entire department see all Onboarding requests, that would be awesome but I can’t find anyway to do that. Am I missing something ?

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 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.

 

 

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