I would love the ability to grant access to a single ticket to another requester. Here’s the scenario that I’m dealing with:
I have a ticket tied to a single requester, but that requester would like to allow another requester to view/update the ticket. While this can be accomplished with the CC line and anybody within the CC line can reply and update the ticket, I really feel like I should be able to add a requester who has access to that particular ticket.
They should be able to see it in their portal and interact with it. Add notes and change the status (if the requester wants to allow for that).
At this time, I can add the additional requester to the CC line, but that means they only receive an email and can respond via email. They cannot see it in their portal - they cannot interact with it in any other way except for email.
While FreshService does allow for a requester to see all of the tickets from another organization, that’s usually not an appropriate option. This all or nothing approach doesn’t work in the real world. Instead, I should be able to set permissions per ticket unless the situation calls for the other option of allowing a requester the ability to see all tickets for a given company.
