Hi
My aim with this is to allow me to support multiple companies clients ( not the company but their clients ), but also to allow the companies themselves to monitor their own clients tickets.
quick eg:
3 companies use me to support their clients.
Those companies are:
ACME
APPLE
IBM
( the above are made up !! )
Each of these companies has their own clients.
Their clients are created in OSTicket using the new 'add clients page' and they are assigned to the correct company.
eg:
John is added to the system as a new client and assigned to IBM.
John's name, email address and password are stored in the database.
When John logs a ticket it is automatically assigned to IBM.
If any of these client logs a ticket I can see it and see which company it has been logged for.
If IBM want to monitor or reply to their clients tickets, their staff member is added as staff in OSTicket and that staff user is given access only to the company IBM. (You can also select which departments they have access to.)
When the IBM staff member logs in he will see all of IBM's tickets and can reply to them as normal, he won't see any other tickets. ( he will see all IBM tickets regardless of which IBM client logged it )
There is no requirement for IBM to have a staff member monitor or reply to the tickets. I can do that for them.
When the individual clients log in, they can see any tickets logged against their login username.
When I login I can see all tickets and which companies they are assigned to.
Hopefully this make sense !! :)