Department Ticket Queue and Personal Queue

  • 16 January 2023
  • 1 reply

Hi There,

I’m new to Freshservice. I’m looking to see if there is an option to create tickets by department and personal.

For instance, HR department members should be able to create tickets for their department, where all members of that team should be able to see, edit, delete, change, etc. those tickets.

On the other hand, those same HR members, should be able to create tickets that are pertinent to each of them independently. These latter tickets should only be seen by the one HR member who created the ticket because it’s a ticket that concerns to the one HR member only, not being a HR department ticket, and should not be seen by the whole HR department. Hopefully, it’s clear.

Thank you in advance for your help

1 reply

Userlevel 5
Badge +8

I don't think freshservice supports this.


I handled this previously in Jira by adding participants or watchers. Everything was private but if you wanted others to see something you manually added others to tickets. 


In freshservice service only the requestor , agents and a single department head can see the incidents.