Freshdesk: Make tickets visible in portal for customer's colleagues in CC

Hi Katharina,

I hope you are doing well :)

I understand that you want to increase the visibility of the ticket to the person who was added in cc. This is indeed a great suggestion. However the reason why our product team came up with 'Allow this contact to view all tickets from this company' feature instead of cc is because you cannot restrict your contacts to add someone in cc as the ticket conversations can be carried forward via email too. This could result in data breach as most of the important details like invoices, updates and others are shared on it. 'Allow this contact to view all tickets from this company' feature will ensure that only authorized contacts who are associated with the company are able to view the ticket also you have the option to add and remove them as and when required. 

Feel free to respond to this thread for any queries :)

Thank you

Many thanks for your response and detailed explanation.

Actually, with the latest Freshdesk update, we have found a solution for this. There is now a new setting for the portals called “Allow users to view tickets that are specific only to this portal”. In combination with “Allow this contact to view all tickets from this company”, we can now achieve the results we needed. Colleagues can see all submitted tickets but only those send to the support team connected with this portal. 🙌

So users in CC still can’t view the tickets but when they are part of the company and are allowed to see all information shared by their team, they can see the tickets.

That’s a great point highlighted by you. 

Thank you :)

I completely agree! I often receive client requests asking to view tickets where they are CC’d. It would be very helpful to have an option in the End-User portal to display a view like ‘Tickets I’m CC’d on.