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...
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 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.
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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…
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…
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…