Allow End-User to See All Company Tickets
Idea shared by Emanuele Tomasi - March 18, 2016 at 1:33 AM
Completed
Hi,
 
Now, a end-user that want to see his tickets, log in the PORTAL and can see them correctly.
 
But I have the necessity to give to this end-user the possibility to see ALL TICKETS ABOUT HIS COMPANY (because there are other people that open tickets, in few words, the possibility to see tickets of more mail address), because he's the responsible.
 
Is this possible in the Smartertrack PORTAL ? 
 
I think that would be one thing to implement if there wasn't, because it is very very useful.

13 Replies

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Hi Emanuele,
 
From what I understand, you're looking for a way to allow multiple end users within the same company to view their company's tickets in the Portal. Is this correct? 
 
At this time, this functionality isn't available from an end user perspective. As an agent, however, you have the ability to create Organizations wherein you group users by domain, phone number or website. You can then view all correspondence from the users within that organization. Find more information here: Users / Organizations Overview.
 
I agree that this functionality would be beneficial in SmarterTrack. Often times, we find that multiple employees of a company are working together to find a resolution to an issue. I can see the benefit of having a company account or ability to share tickets across a company. I'll go ahead and change this thread from a Question to a Proposed Idea in order to facilitate tracking on its implementation. I can't guarantee it will be added, but I do know this has been requested in the past and is something we've had discussions about here. 
 
In the meantime, something that may be a passable workaround is allowing the ticket list to be sent by email. The user who owns the account with the tickets can do this and forward the email among their coworkers. Anyone with the ticket links from the email will be able to view the ticket contents. 

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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Exactly.

Thanks for the answer, I'll try.

I hope anyway it can be developed in the future!

Emanuele
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Hi.. an idea..
if a ticket is made out to 2 email addresses (es. mario.rossi@test.it, smarte.track@test.it), both can see it in the portal?
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Hi, If a ticket is made out to 2 email addresses (es. mario.rossi@test.it, smarte.track@test.it), both can see it in the portal?
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If they both have accounts, they should both be able to see the ticket when logged in. If they don't have accounts, I believe they should be able to retrieve the ticket by being emailed a list of their tickets as well.

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

0
duplicate request, which apparently is planned already? I'm guessing nothing much has progressed unfortunately.
http://portal.smartertools.com/community/a73/group-tickets-by-company.aspx
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Hi, I see now the other post, seems that other people think about this functionality, I hope in the next updates it will be available.
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Is there any update on if this may be implemented? We have considered SmarterTrack in the past and this is always a deal breaker for us.  We are considering evaluating new ticketing systems and I was hoping maybe this feature had been added.  We deal in B2B customers and have several customers that require this ability.  They have many employees submitting tickets for their company and have managers that need to be able to login and check the status of any ticket for the entire company at any time.  Sending an email list of tickets doesn't solve the problem for us.  We have used SmarterMail for about 13 years and I've always liked SmarterTrack and it's previous incarnations, but this has always been a sticking point.  
 
I don't know if you have a lot of requests from current customers for this, but there may be many more out there like us that don't use the software because of this issue.  I know we would've been using it for 10+ years if not for this hurdle.  There could be more lost sales out there that you are unaware of.  I hope you give it some consideration.
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I Agree,

I dind't know anything yet.

Emanuele T.
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Dear @Andrea Rogers, since a few years, we are waiting on this feature and a lot of users are requesting that functionality for our B2B customers. Can you please confirm us the status of this new feature ? Are you working on it and if it's yes when does it will be present in your software ? 
 
If not, can you please give us the purpose of this non interest from you guys ?
 
I'm pretty surprizing that you are not proposing it out of the box when platforms like Kayako, Freshdesk or Zendesk are proposing it ? It's a really need for any company working in the B2B Market with large customers. 
 
Thanks for your feedback and best regards

Artionet Web Agency | Director - Strategic Consultant Route de Moutier 109 | CH-2800 Delémont | Switzerland www.artionet.com Website, CMS, e-Commerce, e-Gov, Social News Room

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Andrew Barker Replied
Employee Post
As noted in the latest post in Group Tickets By Company, SmarterTrack 14.x introduced the ability to permit users to see all the tickets in their organization from the portal interface.
 
As of version 14.1, each member of an organization can be granted permission to view organization tickets in the portal. The different member types will grant the ability to see organization tickets from the portal as follows, when the member has been given permission to see the organization tickets:
  • Users who match a User Name type member can see organization tickets on the portal.
  • Users who match an Email type member can see organization tickets on the portal if they have the "Registered user with verified email" role.
  • Users who match a Domain type member can see organization tickets on the portal if they have the "Registered user with verified email" role.
  • User who match a Phone Number type member will not be able to see organization tickets on the portal.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Actually this feature is not working. My customers are complaining because it returns error 500 on the browser console only.

Artionet Web Agency | Director - Strategic Consultant Route de Moutier 109 | CH-2800 Delémont | Switzerland www.artionet.com Website, CMS, e-Commerce, e-Gov, Social News Room

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Andrew Barker Replied
Employee Post
Yannick,
 
I'm sorry that you're having trouble with this feature. What specific version of SmarterTrack are you running? Also, is there an error in the logs that you could post for us to go over?

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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