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ACL groups for allowing customers\third party to view tickets.

Related products:Freshdesk
  • August 26, 2013
  • 1 reply
  • 17 views
K
Contributor
Hi,


We have situations where we have large companies with different departments and also have another third party supporting them.


They only want their tickets seen by the people in that department and the person from the third party who looks after them as well and will also log tickets on their behalf.


All of the company have the same email address eg.  @company.com

Third party are @thirdcompany.com


Is it possible for the Contacts to have a department\project filed


The project field you can assign to any user no matter which company they are in and allow them to view all tickets from that project\department etc...



The other way would be to have the option to create a group and add the users who are releveant to the tickets.  You would then add the group to the tickets to give them access.  (like having an access control to individuel tickets)


Currently we are trying to work around this by creating the companies as the projects however this is a problem for people who are in both projects and require access to both areas as you cant assign them to two companies....






Is it possible to two another fields added to the contacts for their departments and optional projects and only allow the to view all tickets related to that department or project.

Would also be nice if could also allow 3rd party companies to also view certain 

1 reply

aravind.sundararajan
Skilled Expert
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Hello,


Earlier, the contacts can be linked to only one company and it works well if you're into direct B2B business. An user can be allowed to check the tickets raised from other contacts in the company and also engage in the conversation actively. However, this doesn't augur well when you deal with Resellers or Contractors who might assist multiple companies who've purchased your product. Mapping these resellers based on the domain address will also fail as they would generally have their own email identity.


To tackle this and support the reseller model, we came up with the One contact multiple companies approach. As the name signifies, you can associate a contact (say a reseller) to multiple companies in Freshdesk so that they can create/manage tickets on behalf of those companies. You can associate upto 20 companies per contact.


We've been seeing a growing interest amongst our users for increasing the limit of companies from 20. If you think it works well for your business too, please go ahead, up vote and add your use-case in this thread.


Cheers!

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