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View and contribute to company tickets

Related products:Freshdesk
  • February 21, 2014
  • 5 replies
  • 50 views
S
Apprentice

People within the same company can't necessarily see all the tickets from that company. The default should probably be that they can.


Within Admin, Customize your Public Customer Portal

Have options for, e.g.;


'Users can view all tickets raised by their company'

(i.e. users can see all the tickets raised by all other users listed under their Company)


'Users can view and contribute to all tickets raised by their company'

(i.e. users can join the thread of communication for all the tickets raised by all other users listed under their Company)

5 replies

M
Community Debut
  • me_12303
  • Community Debut
  • February 25, 2015

'Users can view all tickets raised by their company'

(i.e. users can see all the tickets raised by all other users listed under their Company)


You mean to say, there's NO WAY for users from the same company to see if the ticket in my support has already been opened by another employee?! There's NO WAY for a manager to look at the tickets that his DB Admin has opened?!





S
Apprentice
  • simonchapman
  • Author
  • Apprentice
  • February 25, 2015

Hi Russ,


The default setting is that users cannot see tickets raised by users from within their own company, although there is a tick box that you have to 'tick' for each user to enable this. The original post was a suggestion to make this check box ticked by default, also to have the ability to either allow people from within the same company to only view or contribute to the ticket thread.

C
Contributor
  • craig_14155
  • Contributor
  • October 11, 2017

Yes, this "view all tickets in company" check box exists, but I have enable this individually for every single contact/customer record associated with that company. This is 20+ records I have to edit just to ensure all employees from an important customer (and they are all important) doesn't have to ask me to do it. I'd rather have this be the default for all customer records. Maybe an admin option? At least let me have the ability to set it at the company level or even make it a bulk action for customer that I select.


This is very time consuming to do this for a growing company. Please make this possible.

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hi Craig,


Though the option to default this setting is not available on the UI, I believe this can serve as a better workaround as compared to the one that exists now. 


You can export the list of customers and then add a column to indicate that they can view all tickets from the company. All you have to do is to add "TRUE" against the contacts to which you would like to enable this option.


You could then map this column against this field by doing an import .



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Cheers!


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C
Contributor
  • craig_14155
  • Contributor
  • October 11, 2017

Somewhat reasonable workaround for now. Really should be implemented. I know your competitors (two of them) have this at the company level so all future contacts will see all company tickets by default. I think this is the point that the workaround doesn't address is the ongoing tedious maintenance of new contacts.

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