Is there a way to configure who sees all service desk tickets within an organisation?

[Holly Gulliver]

If we set up an organisation, all members seem to receive updates on tickets. Is there a way to define who within the organisation sees all other tickets and receives updates?

[Jack Brickey · Accepted solution]

Hi Holly,

the way to handle this is to only add those customers that you want to be able to share issue in the Organization. So let’s say you have 10 customers in company and while you want all 10 to be able to create issues you only want 3 to be able to share. To achieve this, create an org and only add the 3 customers to it.

[Holly Gulliver]

Hi Jack, thanks! So the 3 people in organisation will be able to see tickets from the other 7 that are not in the organisation?

[Jack Brickey]

no, unfortunately not. :-(

Now the other thing to be aware of, if you are not already, is that you can disable the Customer notification "Organization added" which will prevent everyone in an Organization from getting notified automatically when a new issue is created. Basically, this will allow the creator to optionally share issues w/ others in the organization. So in the hypothetical scenario above the "7" could only see issues that others (any of the "10") added them to. Not sure this gets you where you want to be but wanted to mention it.