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Visibility of tickets when not in the group

Related products:Freshdesk
  • July 1, 2018
  • 4 replies
  • 39 views
C
Contributor

This is half feature request and half "is this possible now"?


The setup:

I have two products/groups (say Support & Sales).

I have agents assigned to each product.


I want agents in the Sales group to be able to search for a customer, and see the tickets for that customer that are assigned to the Support group, but I don't wan't them to be in the Support group and see of the tickets in their dashboard and such by default.


Right now, nobody in the Sales group can even see tickets assigned to Support.


(Tier 1 vs Tier 2 may be a better example. Tier 1 can see tickets assigned to Tier 2 so they know something has been escalated if someone calls in, but their job isn't to fix Tier 2 issues, so it doesn't show up in their queue)

4 replies

aravind.sundararajan
Skilled Expert
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Hello Chuck,


The agents should have Global access to tickets in order to view tickets from other groups that they are not a part of. They can create a custom view (with their group in the filter) and keep looking at the tickets in their queue. Unless they flip over to another view/ all tickets view, their queue wouldn't include tickets from the other groups.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
C
Contributor
  • chuck_15113
  • Author
  • Contributor
  • July 2, 2018

Thanks, that'll work for the ticket view. Is there any way to filter the dashboard?

aravind.sundararajan
Skilled Expert
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Hi,


Customisable Team Dashboards are currently in Beta and you can expect them to be rolled out soon. Please follow this thread for more updates on the dashboard customisation.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12
Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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