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:
We also want this to be implemented.
We are a Production company so departements have to work together.
Quality and Production Departement ...
Sales - > Warehouse and other
We used to be on Spiceworks where this was no problem.
Ofcource Freshservice has more advantages then Spiceworks but still i see this feature as a standard.
We also have a use case for this. If someone is explicitly cc'd on a ticket, they should be able to click through and view the ticket. Administrators should be able to have a way to turn this feature on or off depending on their use case. As administrators, we would know best on whether to allow this or not, but should be given the option. We continually have to tell new people that they cannot view the ticket due to Freshservice now allowing this function that is a basic function of a ticketing system.
We have only been on Freshservice for a few weeks and this seems crazy! We're just finding out about this limitation...and aren't happy. We have multiple locations and we're incapable of having a single Service Request for something that will impact multiple locations. Very disappointing!