Our 'customer' (in terms of Jira service desk) may be an internal employee who submits a ticket on behalf of a customer (our company's client).
The internal employee that submitted the ticket may not be the same employee that will deal with the response to the client and it is unknown at the time of the ticket submission which employee will deal with the reply.
Is there a way for all 'customers' (internal employees) to see all tickets submitted by all other employees?
Check the Customer Permissions under Project Settings for the Project. That will tell you which issues users can see.
Also, take a look at this former post:
I don't have a service desk plan yet but am trying to find out if it would meet our needs before taking the trial so we can get the most from it.
What I need to know is; do customers need to be logged in members of JIRA Service Desk in order to see and reply to all the other customer's requests?
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events