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see all tickets from this company available to other companies/users

Related products:Freshdesk
  • September 24, 2014
  • 4 replies
  • 26 views
J
Contributor

It would be useful to provide certain users from certain companies a view of all tickets from other companies.


For example, we support our sales guys' customers directly. What we get a lot of requests for is updates to the tickets which they cannot view because they don't have access to their customers' tickets.


If there was an additional field which we could add multiple companies to, maybe with a comma delimiter, we could provide them full view of all tickets within select companies.


We also have 3rd party suppliers who would also like to see status of tickets relating to their relevant customers.


Perhaps another way to look at it might be if the 3rd party was Cc'd within an email, there would be an option within the ticket to allow that person access to the ticket, as if they were the requester but with reduced privileges.

4 replies

J
Contributor
  • jon.mcnamara
  • Author
  • Contributor
  • September 24, 2014

To help try and illustrate the above idea, I made a few mock ups of how it could be implemented...


FD1 User View.png - How a user would view tickets from other companies

FD2 Admin View.png - How a user would be configured to look at other companies from an Admin point of view

FD3 Alt Access View.png - An alternative way to provide 3rd party access to a ticket on an ad-hoc basis - The 3rd party would still view the ticket as illustrated in FD1 User View.png

J
Contributor
  • jon.mcnamara
  • Author
  • Contributor
  • October 8, 2014

Similar idea here... https://support.freshdesk.com/support/discussions/topics/27058/


Would be great to see something like this added!

D
Contributor
  • dloew
  • Contributor
  • May 14, 2015

This would be extremely beneficial to us on two fronts:

1. We have resellers of our solution that need to see tickets logged by their clients

2. Our solution is collaborative across organizations, so our industry customer admins need to see tickets logged by their business partners

J
Contributor

Jon and Damion,


Freshdesk now gives you the capability of associating a contact to multiple companies.

Assume the resellers/3rd party supplier James belongs to 3 companies - Acme, Dell and GE.

Admins/Agents will able to specify if James can see all the tickets of any one or multiple of these companies. And when James logs into the customer portal, he will be able to view the tickets (for companies made visible to him) and add replies to them.

You can learn more about the feature here. Let us know if you have any questions.

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