We're looking for a new ticketing / helpdesk system. One of the things we would like is to grant to selected customers is to have one or more registered users that can see all tickets submitted by people at that organisation.
For instance, a customer of ours might have 200 staff across multiple sites but they have a co-ordinator or director who wishes to see what tickets are open, response times etc to monitor the level of service without having to be copied into requests or manually updated. Thus the relevant people could be given the right to see all tickets relating to that business and perhaps we have the option to allow those users to put updates on the ticket.
I'm told by Sales this isn't available at present though but was asked to suggest it here.