Sharing tickets with my company

Hello there,

I'm trying Freshdesk in order to decide whether or not our company is going to move from JSD to another tool.


I have added a custom dropdown field to my ticket form called "privacy" in which there are three options: "share ticket with my company only", "public" and "private".

I need to know how to do the following things, if they're possible:

  • have one of the option selected by default (I worked around that with an automation to set the field by default if it is empty, but I found it ugly)
  • allow all other customers in my company to see this ticket if this option has been selected AND notify them by email
  • allow all customers to see this ticket if "public" is selected
Is this remotely possible?

Thanks in advance !


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