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Grant Customers access to ALL tickets Edited

How can I allow my customers to view all open tickets regardless of how they are opened. 

 

I need to allow customers to see all tickets, opened via the portal, via the API or by an agent. 

 

Currently customers can only see tickets that were opened via the portal. 

1 answer

0 votes
Jack Community Leader Jul 20, 2021

A customer should be able to see any issue that they created or that was created on their behalf regardless of the method/Channel used. Note it is important that the reporter field is set to the customer and that the customer request type is populated.

Can you provide more information about issues that the customer is unable to see? Please check the reporter and customer request type field for those issues.

@Jack - thanks for the reply. 

If we are using the API, or if an agent opens a ticket the Reporter is set as the person that opens the ticket... Are you saying we would need to change that?  I would rather not do that, as we want to accurately capture who/how the ticket was opened.

I am not sure what information you would like me to provide, please let me know if this covers what you are looking for.

If I open a ticket from the portal (as an agent) then I am able to see it when logged into the portal as a customer.

If I open a ticket from within the project then I am NOT able to see it when logged into the portal as a customer.

If we use the API to push a ticket into the project, I am NOT able to see it when logged into the portal as a customer - the Request Type also does not populate when using the API.  I tried manually adjusting the TYPE on a ticket that was previously opened by the API, as well as adjusting the "Organization", neither of which allow me to see the ticket as a customer. 

 

We have a project that we would like to allow a customer to see all the open tickets in. That is our end goal. 

Jack Community Leader Jul 20, 2021

All I am saying is that for an issue to appear in the customer portal for a specific customer then they need to be the reporter or the request participant and the customer request I must be set.

Adding them as a participant does not work, changing the reporter does, but that is not something we are willing to do. 

Back to the drawing board, for a solution I suppose. 

Jack Community Leader Jul 20, 2021

I know of no other solution.

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