It would be nice for a tech to be able to assign multiple clients to a single ticket.
This would be very useful. We often have users call in on behalf of their subordinates and want to stay up to speed as the issues are resolved. It would be nice to be able to assign both the caller and the person with the issue to the ticket so they both receive updates.
Yeah... definitely. I like how if a client specifies a CC, it's kind of hard to remove them from the ticket. It'd at least be nice to have people that would always get CCd when the client gets a response
The CC mechanism works well for us in general, but we really need multiple clients to be able to view a single ticket's notes and details in the web interface. Also, it would be nice if clients could search tickets other than their own, perhaps with a public/private marking mechanism to control which tickets are allowed to be searched by others.
I do not think you need multiple users on one ticket. A ticket should be created for the person needing the assistance. I understand that may not necessarily be the person that called. If this is a phone call, the tech should be putting the name of the person needing assistance as the client and can put the person requesting the action as a CC if needed. If the ticket is user created, it would be nice if they were given an option to change the client to the person needing assistance. You can create custom fields based on cause and configuration item selected that will serve the purpose, but you have to hope for valid information. E-mail created tickets would have to be changed by hand unless you have email templates in your FAQ that you use to that populate the fields correctly. That still depends on correct information to be input by the user. New user creation would be the exception. If you had to think to yourself "Why" then you fail, the user hasn't been created you can't create a ticket in their name.
I like the idea of users being able to search and view tickets "at will" but that can cause issues depending everything you use your ticketing system for. For example, don't want anyone outside IT or HR to know someone has placed a termination ticket for EOD at 1pm.
Has anyone tried the "Client Admin" functionality? This may provide some of what you want (for example, if there is an admin person at a remote site that submits tickets for users at that site). I tend to agree with rjtoney's comments - I think that having multiple clients on a ticket breaks the design of the system, and would cause all sorts of ripples in other areas.
Perhaps someone has a creative workaround for this? Custom fields and problem / incident ticket functionality come to mind.
This would be great functionality if used in the following way: lets say a autocad goes down and 10 people call to tell you , it would be great to create 1 ticket and assoc all 10 users with it because they are all calling on the same issue. Then when the ticket is closed all users would be notified. it would be especailly cool of the option you set to confirm witht he user could go to each user. Using problem tickets for this is an option but not a great one since you have to create a new ticket for every user, if you could duplicate a ticket that coudl also solve it.
"Create on behave of" is already built into the client interface as long as turned on in settings. Train your users better.
I think rather then multiple clients, clients who are CC'd into tickets should have the option to update/view the ticket through their web portal.
At the moment they can only update tickets if they email, which is what we are trying to remove as an option.
I agree that I'm not so sure it'd be helpful to have more than one client per ticket, and that those CC'd should be able to see the tickets in their web portal. I don't see, however, why those CC'd shouldn't be able to update tickets by e-mail. I think that's a good feature too, which should remain in the software.
Especially when "merging" tickets...the clients from all merged tickets should automatically be added to the merged to ticket...
This is incredibly important to us. This is the one feature we're missing most in our environment. We are a school division, and the students often have support issues submitted via teachers, and it is very difficult to correlate. We would LOVE this feature!
I have floated this as a Feature Request with a bit more detail that I think captures the needs expressed in the other comments.
Requested Oct 2022: Allow Clients to share tickets (multiple clients can review, track, update a ticket), e.g. a Client Team, or Client Project Manager.
To elaborate more and keep it within the realm of an individual IT request, senior executives with a technical problem may submit the IT request but then want their Admins to ensure it gets resolved. I might create the ticket at 8 PM on Friday, low priority. But by Tuesday I want to know if it is moving. I also don't want to deal with it. I want my Admin to know if it is moving, and if it isn't then he can follow-up. And if there are specific questions that need answering, he can be the liaison. But it isn't his ticket. Likewise, if my subordinates have various issues, I want to be able to quickly check them all at a glance and see where they are at - be it software installations or new email accounts etc. But I don't need to see the entire departments...
I'm just adding another comment to voice support for this. Far more interested in this feature than adding @notifcations.
