Back to Community Threads
16
Group tickets by company
Idea shared by Craig Parsons - 3/21/2014 at 9:50 AM
Completed
Ability to define user X,Y,Z as being part of Company H. So when user Z, Y or Z login they can see all tickets created by registered users for company H.

29 Replies

Reply to Thread
1
Derek Curtis Replied
3/21/2014 at 10:29 AM
Employee Post
Thanks, Craig. We have this on our list.
Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com
0
We really need this feature! And the ability to define number of tickets that a company has purchased and they have available... If ST has it already in its system, can we have it too? :)
0
This is a must have to any company that support several other companies as we cannot mix tickets due to privacy issues.
0
Is there an ETA for this feature?
________________________________ Ben Santiardo
3
It seems a step in the right direction in V11 by adding organisation support to the management interface, but i still dont see any way for end users to view tickets raised by others linked to their organisation.
0
Yes, we badly need this feature as well.
0
PLEEEEEEAAAAASSSSSSSSEEEEEEEEE!!!!!!!!!!!!!!!!!!!
0
We are also waiting for this feature.
Thank you.
2
This will be most welcome feature in SmarterTrack. Our customer's IT departament need this to supervising support process. Such feature will increase our customer's loyalty.

This tread has over 2 years - maybe it is right time to add this functionality to the system :-)
0
When will end users be able to view tickets raised by others linked to their organisation?
0
Totally agree. Over 2 years and we're still waiting...
0
I agree with everyone on this thread. Whats the ETA on this feature? I am concerned if this hasn't been implemented? This is a request from over 3 years ago?
 
0
Very disappointed to see this has not been included in the V13 BETA given it is one of the higher ranked feature requests in the community which appears to have been 'planned' for over THREE years.
0
THREE years now that the community is waiting for this feature and Nothing in the v13 :-(
0
Is this coming soon?
0
Don't hold your breath.
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
0
Hope springs eternal?
0
Several years of asking many posts marked Planned or Under Consideration and here we are still begging for it.

The well hath runneth dry
0
I feel your pain as I suspect many other customers do.

My company has been with SmarterTrack for close to 10 years and they have been a fairly reliable partner. However year after year they are falling further behind other vendors in many crucial areas. Mobile support for one.

I have tested some competitor's products and it's apparent there are some very advanced SAAS tools out there for about the same money.

But my biggest pet peeve is the admin UI which is just plain clunky and just does not have a smooth workflow. The simplest things are just way too hard to do, and this costs my staff time and money.

Not sure what the answer is or how to get their attention on important matters. Open letter to the president of the company??

Personally I see ST13 as a huge step back in look and feel, but I guess they made some improvements for mobile clients.

I had a thought yesterday that they should charge considerably more and hire the staff needed to bring the product up to speed.
0
Totally agree, if you introduce a voting system into your product use it for what its designed for and make the product better based on customer demand.
With all the hype around v13 i am disappointed to see they did not tick off some of the feature requests with the highest demand.
There are several solutions on the market within a similar cost bracket that have this feature, and several of the others voted high in this community.
0
Feels like to small a development team. Smartermail 16 was a complete mess of a launch. Released way to early. Glad I skipped that one. Which of course leads me to lose confidence with SmarterTrack 13, which I am also holding off on.

Which then chains to, if I'm not trusting their upgrades anymore, why pay for the yearly maintenance contract? And if I'm not upgrading or paying, why stick to software that isn't being updated?

The competition out there is fierce. AS you stated, the tools out there for the same or LESS is more up to the times. Has all the same feature sets and then some.

This SmarterTrack 13 hit me in a bad way when they talked about improvements to the chat system. And going through the forums, I never saw anyone talking about needing improvments with the chat system. We used Pidgin chat to connect to the server, which is more robust than any web window interface. The customers never complained about the Live Chat.

But yet, that was the big major thing they went on about. Makes no sense and at this point is kind of aggravating.

You just made a post that showed the most voted for topics. One of which is organizing tickets by Company/Brand and permissions associated to it. I doubt you'll see any post from them saying anything other than "it's on the table" or the like. Years go by and they aren't responding to their own customer requests. Sure the forums are noisy, but if you use a voting system, probably best to listen to the few that take their time to respond to a forum. Not many do.

Anyhow, we're in the process now of migrating our systems to something else. My CEO doesn't like their direction and is annoyed their asking for the contract renewal at this point. Hope it work out better for you all.
0
Can anyone from ST comment on when this will be made available? Almost 4 years it has been 'planned' for!!
0
Please, please.. let us assign or have psuedo IDs for the company's... or at least someway to identify that your ID=4 , equals our KeyID=XYZ
0
Have you considered moving to another solution?
What is your top 10 choices?
 
 
0
We have looked at a couple of other solutions.. but since we are software developers are ourselves... we thought that the APIs would prove to be most useful .
I know about the big 3 or 4.... and we could go that route.. but for cost per/person and how we do business SmarterTrak could be in position #1.
That being said.. we have not really started to migrate over to ST, until we wrote some minor adjustments for the KB process..
2
Andrew Barker Replied
6/18/2018 at 7:16 AM
Employee Post
In SmarterTrack 14, released on June 15, organizations have been enhanced to help provide this functionality. Each organization now has a setting to allow members of the organization to see all of the tickets associated with that organization. Members can be defined for an organization by user name, email, or email domain.
Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
1
There seems to be a bug when adding a user to an Org by email address, the Org tab does not appear on the portal. yet if i add via username or domain it does.

It would also be nice to have the ability to reply to another ticket within the organisation. currently it is read-only.
0
Andrew Barker Replied
6/19/2018 at 7:19 AM
Employee Post
Thanks for the feedback!

We are working on the problem with adding a user by email address. We believe that it may have something to do with case sensitivity.

At this time, we have intentionally made org tickets not owned by the current user read-only. Please start an Idea thread for allowing org members to reply to org tickets so that we can gauge interest in that feature.
Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
0
Andrew Barker Replied
6/22/2018 at 9:52 AM
Employee Post
We have corrected the bug with adding organization members by email address for the portal interface. The fix was included in version 14.0.6746, which was released this morning.
Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
Back to Community Threads

Reply to Thread

Related Knowledge Base Articles

Ticket and Live Chat Distribution SettingsSmarterTrack > Department/Group Configuration and Management
Create Ticket Based Events to Maintain a SLASmarterTrack > Events
Prevent Agents from Changing Their Active GroupsSmarterTrack > Agent Configuration and Management
Offer Surveys Using the Events SystemSmarterTrack > Events
SmarterTrack/WHMCS Addon ModuleUtilities and Conversion Tools