We have teams who want to work more transparently with each other due to the nature of work on tickets they are submitting. There are often times they need to refer back to an older ticket for information that was provided. If John is out, he may need to search that information on a ticket James submitted. The team shares the tickets they create with each other for just this reason.
The catch: although they can view the “shared with me” tickets, they can’t use the search feature in Freshservice to search those. It surfaces only KB content and their own tickets. Can this be changed to include also tickets shared to that requestor?
