Upvote 1

Show shared tickets in my ticket list

Completed Lee Roquet 5 years ago

I would like to see tickets that I have been shared on in my active Ticket list. Right now I get an email but it is hard to find the ticket if i wanted to quickly look at the status.


Use case:

I have customers who are supporting customers. Our partner will submit a ticket or post and then include their customer in the email. The partner would like to allow the customer to view the tickets linked to them so they can see the progress as we move through the support process.


This would also help our global managers as they are pulled into cases to quickly see items they have been pulled into that are active.


I think these cases could have a different UI flag when you look at the active list of tickets in your profile dashboard. This could get messy if you try and pull this into the admin reports but for now just keep it simple and have this in the profile area and then maybe an option in reports to filter by shared tickets.


Thanks

Replies (6)

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Hello Lee,

Shared tickets are already shown at the user's profile. If you don't see them let us know and we will review the issue.

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Alex.

Sorry I think I was not clear. This would be if a user put a ticket in and then shared the ticket with another user in the community, would the shared ticket show in the shared users profile list as an active ticket and not just in the activity stream?

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Yes if I understand you properly. For example if you share this ticket with Jake, he will see this ticket in his profile. Also any agent of this community will see it in Jake's profile. Is this what you asked?

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I was thinking not agents but members.

Member A shares post/ticket with Member B

Will Member B see the ticket/post as an active item in their profile list?

Or is sharing only for internal use? I know you can CC in people so if I am an agent and I CC in a customer to follow the ticket/post will they see this if they have an active login in the system or will they only be able to follow from the email udpates. Make sense

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Yes, in your case Member B will see tickets in his profile which are shared with him by Member A. The same behaviour with the tickets shared by CC.

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Great thanks

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