Currently, when an agent creates a ticket in another workspace to which they do not have agent access, they cannot view that ticket in the agent interface. Instead, they must switch to the requester portal to access it. This creates unnecessary additional steps, particularly when agents need to follow up on tickets they have submitted to other teams.
Furthermore, when someone replies to such a ticket, the agent receives a notification, but the link in the notification directs them to the agent interface rather than the requester portal, where they can actually access the ticket.
It would be very helpful if agents could view and track tickets they have submitted as requesters in other workspaces directly from the agent interface, without requiring additional workspace permissions.
The situation is even more problematic with child tickets.
For example, when an agent assigned to a parent ticket creates a child ticket in another workspace, they may lose access to that child ticket entirely. In our experience, the child ticket is accessible neither from the agent interface nor from the requester portal. This makes it difficult for the agent responsible for the parent ticket to monitor progress, follow up with the other team, or coordinate the overall resolution.
This significantly limits collaboration between teams operating in different workspaces.
Suggested improvement
It would be extremely useful if Freshservice could provide ticket-specific cross-workspace access with the following capabilities:
-
Requester access: Allow agents to view tickets for which they are the requester directly in the agent interface, regardless of the workspace in which those tickets are assigned.
-
Parent-child ticket access: Automatically grant agents assigned to a parent ticket visibility into its child tickets, even when those child tickets belong to other workspaces.
-
Restricted access: Ensure that this access applies only to the relevant tickets, without requiring agents to become members or observers of the other workspaces or their agent groups.
This would enable agents to track their requests, monitor dependent tickets, and collaborate more effectively across workspaces while maintaining appropriate access restrictions and workspace-level data isolation.
