Allow cc'd users to see ticket in customer portal

Mark,

You can make use of the Client manager property for the user to enable them to view all tickets raised by users from the same organisation. Here's a snapshot of the option :

Cheers!

Hi Aravind, 

I'm afraid this is not really what I was looking for. It will help with allowing managers to track their team's tickets, but it won't allow me to share a ticket between users from multiple teams. (We use 'companies' to define our teams). 

This is a feature in freshdesk, it should be easy to port across. I need to be able to make a ticket visible to a few users but not the whole company!

Thanks,

Mark

We also have a need to share a ticket with multiple customers who are cc'd and all working on the same project for which they are collectively waiting on help with something. If one person requests on behalf of the team, and then I reply to the ticket but that person is out sick, other collaborators cannot see progress on the ticket. Thanks!

This is a feature we need also. We deal with resellers and end users, both of which use our portal, so CCs not being able to see the tickets is a real problem (Usually for our resellers!!)

I'm pretty sure with this marked as 'Implemented' it won't be picked up again, but this is also a feature that we really need. Without it we have to open up every single ticket to every single person, which is not really an option as some tickets contain sensitive information (for example Payroll queries and company invoices).

Would also like this feature so other team members can view a ticket when a user is out of office. But we don't want to grant them access to see everyone's tickets.

We really need this functionality. There is a difference between seeing tickets that you're cc:d on vs all tickets for a company, especially for security purposes.

+1 - the CC feature is not sufficient. The company - allow - all - tickets feature requires a lot of manual work.

What about a similar admin switch like "Allow CC'd participants to view the ticket"!

Thanks for considering this - it would make our lives a lot easier.

Just another comment on the insufficiency of allowing ticket access to a whole "department" - we have lots of need for inter-departmental collaboration and the cc's we have on tickets include people from various places in the organization. There is no reason that people from a different department shouldn't be able to keep track of their collectively requested issue.

Any update on this? Our clients are demanding the ability to see any ticket they request AND tickets they're cc:d on to ensure effective communication.

This exact feature is critical for us as well.  If a person is a contact on the help desk, is CC'd on a ticket, and is logged into the end-user portal, then they should be able to view and interact with the ticket (or at least there should be an option for this).

I do not want a user to be able to see all tickets (since the ticket URLs are based on predictable, sequential IDs).  Only tickets they created or are CC'd on.

Thanks.