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How can I allow customers share tickets to others without sharing to the org?

Brydon Parsons

Hello,

Looking for some help on an issue, I am trying to allow my customers to share tickets to other customers with accounts but, when i enabled the organization option and added my users, now there is an option on the bottom of forms where they can share with the entire organization which just causes confusion and customers think they are getting alerts for tickets and they can't access them.

Is there another setting I can change to disable the "share with" on the bottom of the forms, but still allow direct sharing on the sidebar?

Thanks!

Accepted answers

Robert DaSilva_a432as

Hey @Brydon Parsons , Welcome to the Community!

There are two different ways to Share JSM tickets with other users, and it seems you’re using the Organizational Share options. This is enabled when you turn on the Organizations feature in JSM, and allows your customers to share tickets with other people in their organization. Generally, this is used when your JSM Portal is open to the public, or multiple customer organizations outside your own.

It sounds like you want to enable a more direct share option to allow users to share with individuals, instead of the whole organization. This can be accomplished through the “+ Share” option your customers should see on the Request page. Here, your customers can simply type the name or email address of another user, and it will add them as a Request Participant.

If you’re not seeing this, you may need to adjust your Customer Settings. In the Project Settings, under “Access”, then “Customer Permissions”, you will want to modify the Channel Access option, and the Customer Sharing option. You likely want to select the third bullet under Customer Sharing “Customers can search for other customers within their project or organizations”. This will let your customers type the name of other customers that have access to this JSM Project.

Screenshot 2025-06-25 at 12.57.11 PM.png

You’ll want to ensure that all of your internal customers are added to the project for this to function properly. You can do this by adding them individually, or inviting a Group that contains all your users to the project. This can be done through the “People and Access” options. Be sure to invite them as Customers, so they can raise support requests.

Hope this helps!

Robert

All comments

Robert DaSilva_a432as

Hey @Brydon Parsons , Welcome to the Community!

Screenshot 2025-06-25 at 12.57.11 PM.png

Hope this helps!

Robert

Robert DaSilva_a432as

If you want to disable the Share With option you see now, you'll need to either disable the Organizations feature, or remove the organization you've configured where your users are getting confused.

Brydon Parsons

Hi Robert!

Ahh ok, I think thats my issue, I thought I had to add people to the org for it to work, but I had the first option selected on your image above. So ill switch it to the 3rd one. It makes sense that they have to be in the project directly insteaad of using the orgs.

With the warning though, I dont want anyone just adding random email address for the shared with, I just want them adding already added customers to the project? Is there something else I can change for that?

I'm trying to get this portal a little more secure as traditionally we have just had it open for ease of use.

Thanks!

Robert DaSilva_a432as

@Brydon Parsons If you want to make sure you have control over who has access to the portal, I would do two things.

Flip the Channel Access setting to Restricted. This will limit access to the portal to only individuals (or groups) that are explicitly invited to the project itself.
Invite only individuals you want to have access to the project directly. You can do this by inviting each user individually, or inviting them through group membership if you have an Identity Provider synchronized, or through manually created Groups in the Administration section.

This will only let users search by Name, and will only display users that are part of the project itself.

Just be sure to only give the users Customer access! If you give them Agent access, that will consume a license seat, and potentially cost you more in your subscription.

Hope that helps!

Robert

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