Hey there,

I think that currently if an account manager of an organization isn't automatically assigned to tickets from the organization he/she doesn't have agent access on these tickets.

The auto-assignment feature isn't enough for us because we'd like the account managers to keep access to these tickets from start to end (and as assignments change).

Is there perhaps a mod that could be done to let account managers have access to tickets from their organizations, even when they're not assigned to these tickets?

    JuVDC
    The manager should see all tickets
    under Agents>Manage Agent>Account of Agent>Status and Settings
    Make sure you have this unchecked: Limit ticket access to ONLY assigned tickets

    Also, under Agents>Manage Agent>Account of Agent>Access
    Make sure manage has the correct role

        Hey ramrajone thanks for your reply.

        I gave this a look..
        Limit ticket access to ONLY assigned tickets was unchecked.
        Concerning the accesses. if my account manager does not belong to the department in which the tickets gets in, he/she won't keep his/her visibility on tickets from his organization. Additionally I don't want to give the account manager extended access to all departments as he/she will then have access to tickets that don't concern him/her.

        For instance I can have tickets coming from Organization A and other from Organization B, both going to Marketing Department, but I want Account Manager for Org A to only see those from Org A and not B...

        See my dilemma? 😅

            Cheers!

            This deals with agent visibility though... not tickets for Account Managers. 😅

            a month later

            Hello JuVDC,

            Did you find any solution? I am looking for the same goal and can't figure out how to do that. :-)

            Thanks a lot
            Daniel

            Hey @vranad,

            In the end I resorted to making a team in which sits my account manager and have that team automatically assigned to tickets that come from the Org he/she oversees.

            We don't need other teams to be assigned to tickets in our workflow so the team should normally never be unassigned...

            (FYI, you can assign both a team and an agent simultaneously)

            Does that make sense?

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