When Freshdesk is configured to allow end users to view all tickets associated with their organization, those users should also have the ability to subscribe to or follow organization tickets from the end-user portal. This would give customers a way to receive updates on tickets they did not personally submit, but that are relevant to their account, team, or business operations.
Today, users may be able to see all organization tickets, but they cannot easily stay informed unless they manually check the portal for updates. This creates a gap in communication and account visibility, especially for organizations where multiple stakeholders need awareness of open issues, progress updates, and resolutions.
This enhancement would allow end users to subscribe to:
- all tickets submitted by their organization, or
- specific existing tickets they want to monitor.
Once subscribed, users would receive notifications for meaningful ticket activity such as:
- new public replies
- status changes
- priority updates
- resolution/closure
- reopening of tickets
- other customer-facing updates
This would create a more collaborative and transparent support experience, similar to the expectation many customers have from platforms like Zendesk.
Business Use Case
Many customer accounts operate with multiple stakeholders who need visibility into support activity, not just the original ticket requester. Examples include IT teams, property operations teams, district managers, regional leaders, and shared service groups. In these cases, one person may open the ticket, but several others need to stay informed on progress and outcomes.
Allowing end users to subscribe to organization tickets would help customers:
- stay up to date on all support issues affecting their account
- avoid repeatedly logging in to manually check ticket status
- reduce internal back-and-forth to share updates between coworkers
- improve coordination across teams when multiple people are impacted by the same issue
- maintain continuity when the original requester is unavailable or leaves the organization
- reduce duplicate ticket submissions caused by lack of visibility into existing open issues
Overall, this feature would improve customer transparency, collaboration, and efficiency by making it easier for organizations to monitor and respond to support activity across their full account, not just on tickets created by individual users.