How to Give a Permission to an End User to View Other Tickets Raised by his Colleagues in his Company

This article explains how a contact can view tickets raised by his colleagues in his or her organization.
A customer can view tickets which are created by him or tickets in which the contact is CC and can also view tickets that are assigned to the members of their own company or contact group.
By default, this permission is turned off. It can be turned on for a specific contact by Agents only. This article explains how permission can be controlled.

Single Contact Group

If multiple contact groups are not enabled, then the user can be a member of only one contact group and can view the tickets under that contact group.

Contact groups can be added in the following two ways:

1. Edit contact dialog
2. From contact group tab

Edit contact dialog

1. Open the contact for whom multiple contact group is to be added and click the Edit option.

2. Click the contact group dropdown option in the edit contact dialog box and select the required contact group. Users can also search for contact group by typing the contact group name in the dropdown box.

3. After selecting the contact group, enable the View All Tickets option to view all the tickets of that contact group.

4. Click the Update option to add the selected contact groups.

From contact group

1. Open the contact group to which the contact is to be added and click the Add Contact option and select Existing.

2. Search for the required contact by contact name or email on the Add Existing Contact dialog box and click Add to add the contact.

3. After adding, enable the View All Tickets option to view all tickets from that contact group.

4. Click the Save option to add the selected contact to that contact group.

View tickets of other contacts

In the contact details page under the Contact Group tab, there is a list of contact groups where the user is a member. In the list of contact groups, View All Tickets must be enabled to view tickets created in the particular group. If View All Tickets is enabled for only one contact group, then the tickets of that contact group alone can be viewed.

The customer can view all the tickets from the contact groups in the Customer Portal under the My Organization Tickets tab.

Viewing tickets in which contact is CCd

Customers can also view tickets in which they are CCd. When a customer is CCd in any of the tickets the customer will receive an email notification for that ticket.

Customer can view those CCd tickets in the Customer Portal under the Tickets I’m CC’d On tab.

Multiple Contact Group

It is an optional setting that can be enabled or disabled if needed. If multiple contact group is enabled, then contacts can be added to more than one contact group. A contact can be added to a maximum of 100 contact group.

This setting can be found in the Admin module under General Settings.

Adding multiple contact groups for a contact

Multiple contact groups can be added for a contact in the following two ways:

1. Edit contact Dialog
2. Add Contact Group option in Contact Groups tab of contact details page

Edit contact dialog

1. Open the contact for whom multiple contact groups are to be added and click the Edit option.

2. In edit contact dialog box, click the contact group dropdown option and select the required contact groups. User can also search for contact groups by using contact group name in the dropdown box.

3. After selecting the required contact groups, enable the View All Tickets option to view all the tickets of that contact group

4. Click the Update option to add the selected contact groups.

Add contact group option to contact groups tab of contact details page

1. Open the contact and move to contact groups tab and click the Add Contact Group option.

2. From the Add Contact Group dialog box, select the required contact groups. User can also search for required contact group by using its name and click the Add option to add those contact groups

3. After adding the contact groups, enable the View All Tickets to view all the tickets from that contact group.

4. Click the Save option to add the selected contact groups.

If a contact has been mapped to the contact group and that contact has been given permission to view all tickets, then in the Customer Portal, My Organization Tickets tab will appear.

My Organization Tickets tab will list tickets raised by their colleagues belonging to a contact group to which they have permission to view all tickets.