We’ve been wanting the Problem Management items to be visible to our Customers for many years now, but it just seems like there is no plan for Freshworks to switch this on.
So in the meantime we have developed a workaround, which itself is relatively painful but at least giving visibility of Problems to customers.
What we do is use the Knowledge Articles to display Problems, with a templated table with the important Problem fields and an update section at the bottom. Of course this just means the Agents have to duplicate any updates, but until Freshworks allow me to share Problems with my customers then it’s the only option I know of, unless anyone has any better ideas 😃
