Open for Voting

Multiple clients on one ticket

It would be nice for a tech to be able to assign multiple clients to a single ticket.

  • 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.

  • 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.

  • "Create on behave of" is already built into the client interface as long as turned on in settings.  Train your users better.

  • 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.

  • 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.