We have a fleet of ATM machines and we have a group of requestors that need to know when these machines have tickets open on them so they know of any issues going on with them. I’ve found we cannot share tickets by category, nor can they view reports because they do not have access to analytics. What options do we have? This should be a standard feature and not this difficult to figure out. A support rep said we can give them the option to view all tickets from a department but that will not work either because this will cause them to see many unrelated tickets. We only want them to see the tickets in a certain category that ATM issues are assigned to.
Question
How do we allow Requestors to view tickets in a certain category?
+12Hi.
I understand your point.
What customers do on agreement is basically create a DL, and create a requestor with that DL email. So, they log cases with that DL hence, they are able to see all the tickets created under such DL.
That would be a shared FS account.
Hope this helps.
Regards,
eeha0120 wrote:
What customers do on agreement is basically create a DL, and create a requestor with that DL email. So, they log cases with that DL hence, they are able to see all the tickets created under such DL.
That would be a shared FS account.
Could you explain what is ‘DL’, or what the abbreviation stands for? And what is ment bij a ‘shared FS account’?
+12MireilleR wrote:
eeha0120 wrote:
What customers do on agreement is basically create a DL, and create a requestor with that DL email. So, they log cases with that DL hence, they are able to see all the tickets created under such DL.
That would be a shared FS account.
Could you explain what is ‘DL’, or what the abbreviation stands for? And what is ment bij a ‘shared FS account’?
Hi.
Apologies.
DL stands for Distribution List. That is, a group.
Login in with a group email would be like using a shared FreshService account. I meant; requestors won’t login with they named-email accounts but with this common email account.
Hope this clarifies and helps.
Regards,
+14Megawhatt wrote:
We have a fleet of ATM machines and we have a group of requestors that need to know when these machines have tickets open on them so they know of any issues going on with them. I’ve found we cannot share tickets by category, nor can they view reports because they do not have access to analytics. What options do we have? This should be a standard feature and not this difficult to figure out. A support rep said we can give them the option to view all tickets from a department but that will not work either because this will cause them to see many unrelated tickets. We only want them to see the tickets in a certain category that ATM issues are assigned to.
Have you looked at setting them upp as services so you can use the Status page?
Setting up the Status Page : Freshservice
A bit more work set it up but it could work.
Solution consultant @ synerity.eu, A new error is always a sign of progress!
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