Skip to main content
Closed for Voting

Make the ticket available for another user

Related products:Freshdesk
  • April 4, 2018
  • 5 replies
  • 18 views
J
Apprentice

 Hi,


How (and if) is it possible to make a ticket available for another user in the same company? We would like to make some tickets available to the users' managers, on a case by case basis. CC'ing the managers is not always enough, as it allows them to receive notifications, but does not seem to allow them to see the whole history of the ticket resolving. On the other hand, I would not like to give them privilidges to see all the tickets - and, of course, I would like the original posters to still have access to their cases.


How can it be resolved?

Thank you very much for any suggestions.

Best,


Jan.

5 replies

S
Community Debut
  • s
  • Community Debut
  • October 12, 2019

I also would like to have access to their tickets.

O
Contributor
Forum|alt.badge.img+7

You could send them an external link. Try setting up a canned response with the variable {{ticket.public_url}}. With that link I think someone can look at (and create notes) to the ticket, but try it out as it might depend on your setup. 

You can then add this link in the cc.

S
Community Debut
  • s
  • Community Debut
  • October 14, 2019

Can I speak to someone.

I do not understand what I should do.

O
Contributor
Forum|alt.badge.img+7

If you want to speak to someone from Freshdesk I suggest you raise a ticket: https://support.freshdesk.com/support/tickets/new 

I am only a user of the product.

A
Community Debut

Folks,


We have an option called "Allow this contact to view all this company's tickets". This option will be available while you edit the existing contact or when creating a new contact. Once this option is chosen, this contact would be able to view all the tickets raised by the company they are associated with.


Hope this helps!

Terms of UseAccessibility statement