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Sharing ticket with multiple requesters

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 


63 people like this idea

Hi Sundar,


Any timeline to introduce this?


BR,

Ugur

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. 


1 person likes this

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

This feature definitely needs to be added!  Our users need to be able to view other tickets from other departments.  Just this morning, someone in HR requested file access for someone in Finance.  I worked the ticket, but the person in Finance(cc'd on the ticket) wasn't able to see what folder she was getting access to.  For those concerned about security, put a toggle switch in so it can be turned on or off company wide.  With 5 pages of posts on this, it should seriously be considered and added to the roadmap.


2 people like this

Why not introduce the option to add Requesters/Contacts as Watchers similar to adding an Agent to a ticket Watch list?


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Hi Sundar,


More than just being able to add individuals. For our use case, we really need some cross-departmental visibility of tickets. Options we have suggested in email include:


  • A global visibility switch (least desirable). 
  • An ability to script and automate department updates outside of the probe. 
  • An ability to have the probe/Freshservice mapping interpret an AD field with CSV as multiple values. 
  • Hierarchical departments permitting visibility to all sub-departments (most desirable).

Regards,
Sean


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I would really like to see the feature that we can add multiple requesters to a ticket as well, we are coming from Lansweeper where we could add CC users to a ticket that worked really well. Hope to see this on the roadmap soon, 3 years and pending is a long time. 


Regards,

Bas Heideman


2 people like this

+1 for this. This would make sharing ticket information between multiple departments a lot more streamlined.

This needs to be implemented.  The risk resides with the customer on security.  We need the ability to set permissions on tickets to allow CC'ed users to see them in the portal.  This is out of the box functionality on almost every other ticketing system I have looked at.  This is a huge limitation for us. 

Any update to this? Seems to be a much asked for feature that should have been implemented a long time ago!!


Cheers

Phil


2 people like this

This is also something that we have been looking for since switching to Freshservice. There are many instances where multiple departments need access to tickets or service requests.

I don't think we're going to see this fixed anytime soon. We're working around it with manual effort at the moment, but it's not sustainable and will unfortunately necessitate a move to another platform in the near future.


We really need this. Seriously. Especially for certain service requests, where everyone on the same team as the requester needs to be able to see the details of the submitted service request. (And the available option for everyone in a department to see each other's tickets is unacceptable, because this only needs to apply to a specific type of service request.) Is this ever going to happen?


1 person likes this

Looking forward to this feature.  While we prefer that students and employees at our institution use their school provided email, incoming students and new hires may not, or they are locked out of their account and are emailing us from a personal account.   We don't have these non-institution emails on record, but I'd like to change the requester to their provided email account as set the non-institution account as the CC.  Later, if we need to look up tickets for User A, we don't have to know they submitted a password reset ticket under randomaccount@gmail.com as well.

Is there any movement on this?  I have had several requests about this functionality within my team.  We definitely need this for onboarding as we need visibility for everyone involved within the team and cross-department.  CC'ing is more of a workaround for what everyone is needing.  Please move this up on the list as it has been 3 years of customers requesting this functionality.  


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