Sharing ticket with multiple requesters : freshservice

Marko Kirves

started a topic over 2 years ago

I haven't found an easy way to share ticket details with multiple requesters.

While I can CC users in the emails we sent from the helpdesk, only the main requester can see the ticket on the Support Portal.

When using support ticketing systems like Zendesk they allow multiple users to follow tickets and browse organisation requests in their helpdesk.

We could allow everyone see tickets from their department but many tickets are shared across departments and this would open up other issues as well.

I've reported this via support ticket 9 months ago:

https://support.freshservice.com/support/tickets/868385

U

Ugur Gulluev

said 18 days ago

Hi Sundar,

Any timeline to introduce this?

BR,

Ugur

D

Dan Mills

said 17 days ago

To comment on Sundar's comment. We don't just want requestors to be able to add multiple people to a ticket, agents should be able to also.

S

Sundararajan Srinivasan Srinivasan

said 11 days ago

Thanks for the feedback, Dan. We will take it in.

Ugur, this has been a long-pending request from our customers and we are looking to prioritise this for the near future. However, I don't have concrete timelines for this yet. I shall update once I do.

Thank you.

-

Sundar