Choose categories of assistence for multiple users

claudia22

1.039 / 5.000
Hi everyone,

On osticket I manage multiple projects and each project has different customers (users).

I have divided each customer group into organizations based on the project that corresponds to them. For example: organization "A" -> for customers of project "A".
Each project has different categories of assistance, for example, in project "A" there are "category a1" and "category a2".
In project "B" there are the categories of assistance "category b1" and "category b2".

So, when a customer needs to create a ticket, in addition to the subject and the name, it is necessary to select the categories of assistance. I would like the customer who is creating the ticket to see as "categories of assistance" only those of the project corresponding to him (for example. For customers of project A, I would like only the categories of assistance "category a1" and "category a2" to be seen) and not the categories of assistance of other projects.
I thought, if it were possible, that before making a ticket, the customer could log in in such a way that the system recognizes which organization it belongs to.
Thanks for your helps!

KevinTheJedi

claudia22

You can’t hide topics unless you make them internal which is only visible to Agents. With that being said you can better categorize them by creating a Parent Topic with the name set to the Organization or something and then add all relevant topics as children to that main parent.

Cheers.

claudia22

Hi Kevin and thank you for your reply.
I created a categories of assistence that I called "General Assistance".

However, users must choose a category (whether parent or daughter) before creating a ticket. For example, if you put child categories under the "General Support" category, users would still see all categories and there would be no filter.
Then I also thought of creating internal filters that, based on the insertion of certain fields within the subject of the request, move the tickets to some specific second-level departments.

Would it be possible to do this with categories? And if it were possible, the user who uses the screen of viewing tickets open to the organization, can, after the filter has been put into operation, filter the tickets by the categories created automatically thanks to this filter?

Another possibility, if possible, is for users to log in and THEN, after the system has recognized that they are part of a certain organization, make only the existing category available as a choice.

KevinTheJedi

claudia22

Yes, you can create Ticket Filters to set a Ticket’s Department based on whatever criteria you set up. Keep in mind that Ticket Filters are only applied during Ticket creation. They are not anpplied after a Ticket has been created.

I do not know what you mean by the below statement (please add further clarification and screenshots if needed):

And if it were possible, the user who uses the screen of viewing tickets open to the organization, can, after the filter has been put into operation, filter the tickets by the categories created automatically thanks to this filter?

As for filtering Help Topics after login, no, you cannot filter Help Topics at all on the front end. All Users see all Public Help Topics.

Cheers.