Tickets not shown on the user as collaborator.

Ashhadshah

I am having issue when adding a collaborator. The tickets are not shown on the user panel who has been added as collaborator.

ntozier

Screenshot of Admin Panel > Dashboard > Information?

How are you checking this? (ie the steps you are using)
i.e. Are you adding them to the ticket and then saving, logging out and logging in as the user?

Ashhadshah

thanks for your quick reply. just to give you an idea i am using 1.17 since long.. and was facing the same issue "collaborators tickets are not shown on their panel".. so thought of checking 1.18xx. but the issue persists.

answer to your question: i added collaborator from another user (tried from administrator and user levels) .. and then logged in to the user who is a collaborator. but the tickets are not shown on his panel.

Ashhadshah

KevinTheJedi

Ashhadshah

Where is the collaborator logging in at? The User Portal or the Agent Panel? To me it sounds like they are logging into the Agent Panel instead of the User Portal but I could be wrong.

Cheers.

ntozier

/agrees with @KevinTheJedi

I tried to recreate this and cannot.
v1.18.2 and PHP 8.3.6

I created a ticket as one user. (name: tmib also)
added another user as a collaborator. (name: tmib gmail)
Then I logged into both user accounts (via the User panel) and can see the ticket.

I can also view the users accounts under User tab as the admin account and can see the ticket listed under each user.

Ashhadshah

well they are loggin via agent portal. i get the concept now. 🙂
ok so the conept is that ticket is being handled by one user only. however is there if a collaborator he is receiving the emails and he sees the ticket.
is there a way that the same ticket can be shown on that agent panel as well, where he is collaborator. or how we handle this kind of situation. please help

KevinTheJedi

Ashhadshah

Agents and Users are completely separate. You can use an Agent’s email address to create a User account and can use a User’s email to create an Agent account but they will be two separate accounts. If an Agent wants to see Tickets they are a Collaborator on they first need to have access to the Tickets’ Department(s). Then they should be able to see them in their Open Queue or can search for them. Or they can login to the Client Portal to quickly see them all in one place.

Cheers.

Ashhadshah

Make sense. Thx mate.

Ashhadshah

Hey, so still we have this requirement, to show tickets on agents panel if they are also added as collaborator. Even though we want no other agent to see each other tickets (already selected : 'Limit ticket access to ONLY assigned tickets')... Until added as collaborator.

I understand in order to mark agent as collaborator, agent's email is to be added as user... I did that. It shows on 'user' panel... However it also needs to be shown on agents as collaborator panel.

Can i achieve this via (settings ticket/ manage/ queue). Tried but failed..
help me with the work around plz

KevinTheJedi

Ashhadshah

Then you’ll need to additionally assign the ticket to the agent since you have the access limited.

Cheers.

Ashhadshah

Kevin Dear help me out here. till now i understand that: to view the tickets where you are a collaborator (means you are added as a user/ collaborator); one needs to login as a user on user portal.
However... It is must that i stay on staff/agent portal where i only see my tickets (as selected in settings 'Limit ticket access to ONLY assigned tickets').

However i want to achieve 2 cases of tickets to be shown on my agent/ staff portal

Show tickets only on which i am assigned
Plus Show tickets on which i am added as a collborator.

Guide me how to achieve above please.

KevinTheJedi

Ashhadshah

Read my last response above. You will have to assign tickets where they are collaborator to the corresponding agent. This is the only way since you have the access limited.

Cheers.