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Group user tickets in a tab for team viewing

Archived Lee Roquet 3 years ago

We have many of our customers who are asking for the ability to see their teams open tickets. It would be great to allow us to link users to a company and then be able to show these grouped users their open tickets for their company. This is a benefit in two ways:


1. This gets the company to own their view of their open items

2. This allows the agents to ask 'I see you and Bob have both called in on this issue, how about we merge these into one ticket and work on this together'


The agent would need to be able to see this as well on the ticket to see all open tickets for a company - this way you can tackle item 2 above.


Thanks

Best Answer
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After long period of time, we have decided to not push this feature live as it's related to internal security measures related to tickets in the system. Ticket is private request in the system where agents, author and all those who are in CC have access to it. If we'll provide ability to show tickets submitted by company members, it doesn't mean that those members can have access to all tickets submitted by colleagues.

Without ability to access members tickets there is no point to work on that feature.

P.S. If you are support agent, you can view all tickets of specific team in agent ui and clicking on the team

Replies (5)

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Hello, Lee,

ticket is a private object between you and your customer and should be visible only users from sharing list of the ticket.

So we need to organize internal discussion of this feature request and decide whether it complies with our security policy.

I'll keep you informed on our decision.

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I agree that the security is a need but I can't remember a case where a company I have supported did not want to see all open issues for their users. Thanks for the consideration.

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Need this aswell.

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After long period of time, we have decided to not push this feature live as it's related to internal security measures related to tickets in the system. Ticket is private request in the system where agents, author and all those who are in CC have access to it. If we'll provide ability to show tickets submitted by company members, it doesn't mean that those members can have access to all tickets submitted by colleagues.

Without ability to access members tickets there is no point to work on that feature.

P.S. If you are support agent, you can view all tickets of specific team in agent ui and clicking on the team

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Hi Stas,

thank you for the technical explanation. I would just like to bring up the example of Zendesk, who have been successfully offering this function for years. There are "my requests", "Requests I'm CC'd on" and last but not least "Organizaion requests".

Below I can still choose for which organization (the activation for the organizations is done by the agent) and whether I want to follow the organization (notification for all new inquiries).

If providers like Zendesk have such features, it will be necessary to offer something like this.

You can shed some light on that again. We work with Zendesk as customers at a few other companies and this feature is extremely useful.

c282f8b459fda46ae2ef96e8e5bc2c2a

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Hi Jens,

Thanks for providing more details. But there are still several questions and missing in logic... How should tickets be grouped if author is agent who initiated ticket with customer? Because the only reasonable grouping of such tickets is by author who belongs to specific organization so tickets with agent initiator will be missed for others. Other options will be way more confusing.

After reading thread at zendesk it gives me more and more confidence that such feature is controversial.

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