User roups

CostasK

Hi to all
I am new to Osticket and I would like to know if it is possible to create a ticket by one user (φρομ client side) but watch its progress by more than one (again from the side). I know that there are Teams and Departments in agents, but I don't know if it is possible for the clients to be grouped so that when someone from the group opens a new ticket the others can also watch it or take the ownership?

TonyO

Yes, users can be grouped into Organizations. An organization can have a Primary Contact, a user who will be alerted when someone in the group opens a ticket.

Organization Guide here.

CostasK

Thanks for your answer!
After some testing I noticed that the tickets are associated with the user and not whith organizations. So when a user moved to another organization, their tickets follow the user.

We are a voluntary organization that operates all over the country and our members (users who open tickets for support in a centralized structure) often move from one department (organisation) to another. In our case, the goal is the tickets to be associated with both user (who opened it) and the organization that opened it.

There are automatic collaborations - assignments, but if after a while all the members of the organization change - moved, the newest will not see any of the previous tickets.

The management of support agents is perfect and really can do everything!!

I will continue testing and if I make any progress I will report back.

Thanks again

KevinTheJedi

CostasK

Yea there is no way to associate Tickets with Organizations. Tickets are tied to the User (and any Collaborators) only as they are who the Ticket is for.

Cheers.