Make tickets viewable in the portal that others are added to as a requester/particpant

Yes, this is a great suggestion. We want to drive requesters to the portal to ensure they have the most up-to-date information, however, these ‘shared’ tickets lack the visibility that they should have.

We rolled out Freshservice this year and this is a feature that has already been requested by several of our users. Would love to see it added in.

We roled out Freshservice this year as well, and I was surprised this is not already supported. I know this is not purely a ticketing tool but an ITSM, but that CC behavior (giving CCed / added participants access) is standard in many ticketing solutions.

Some implement it for all people on CC, maybe the most straight-forward approach. Sometimes you might also not give these people the whole access, so maybe worth a thought to not tweak the existing “CC” list, but add sort of a “participants” list field where you can add an array of requesters/agents (users) that all have this ticket in their “my tickets” list then, or even better “tickets I am added to” list.

If that is too large as a change / not helpful, I would be happy to just have it for the people on CC / a checkbox in the admin panel if you want CCed people to see the ticket in their “my tickets” list.

I have come here to upvote this as well. CC’ing doesn't function as our previous ticketing systems did and need our CC’d users to be able to view the whole private ticket 

Requesters can now “share” tickets with other people:

https://support.freshservice.com/en/support/solutions/articles/50000004954-sharing-tickets-and-changes-with-other-requesters

This appears to be separate to the ability to “CC” people on a request however.

Yeah, this is a huge oversight of this tool. I face this challenge DAILY. 

Looking forward for this feature to be implemented

Yeah, this is still a HIGH priority for my company. 

There are 2 ways to share a ticket now:

1. On the requester portal, click Share and Add People to the ticket.
   They will be able to view and update the details of the ticket.  Optionally, you can enable CC notifications so they get email copies of new activity.
2. On the requester portal, click Share and Add Ticket Watcher.
   Users will only get CC email notifications of the ticket activity
    

Tickets shared via Add People can be viewed in the portal by going to the Tickets area and filtering to Shared with Me

It’s a few extra clicks to see it but works well.  Ideallly, it would be nice to see a widget option on the landing page to view tickets shared.

I did a test ticket but did not see any ticket activity under shared with me, but got a email notification of a comment made? Am I missing something?

Agents need the ability to share the tickets to make it for user friendly. Also, “Shared With Me” should appear under “All tickets” otherwise it’s not all tickets.

I would also suggest making this applicable for those that are added as “Requested For” in tickets.  Requested For people should be able to see tickets in their ticket listings where they are requested for.

I agree that CCd users should be able to view the ticket on the portal if they have an existing account.  If they click the portal link, they get an error message saying “You do not have access to view this page”.

This is an almost constant frustration. Such low hanging fruit that has been an issue for us since day 1. Should have been remedied long ago.

Seems like “Shared With Me” should not be a status. What if a requester wants to view:

• All shared with me?
• Open or pending shared with me?
• Closed or resolved shared with me?

Maybe a separate “Shared With Me” pulldown menu?