My users call me for any kind of problem.
Often calls a user (for example Anne); then, after my answer, another user replies (for example John); and then Anne or a third user.
If I assign a single username to be used for all of them, it creates a lot of confusion because it is not clear who is replying to whom.
I have no idea how to fix this.
Does anyone, who knows OST better than me, have any suggestions for me?
Thank you in advance.
Multiple users for the same problem and the same ticket.
WhiteTiger If I assign a single username to be used for all of them,
Why in the world would you create a mess like this by assigning a username to three people?
Each person should have their own account.
Create the ticket.
Add the users as Collaborators (during creation, or after)
I haven't implemented OST yet, I'm trying to figure out what the best configuration is.
Can I create multiple users for the same customer company?
I didn't understand for you who the collaborators are. The same users of this customer company?
Without implementing osTicket (at least in a demo environment) its a little hard to explain some of these things.
Users can be added to Organizations.
Tickets opened by users in the same Organization can be automatically shared between the users (by using Collaborators).
Collaborators are (users) who have also been added to the same ticket. They can interact with and reply to the ticket. But only the user that the ticket was opened for actually owns the ticket.