How to allow ticket sharing among users in a group (Group Access Rights)?

With Groups, you can give users read and write access to tickets of other users in the same group.

To allow ticket sharing or to enable Group Access Rights:

You must make sure users are associated with the appropriate group. (Tip: You can update user profiles and put them into Groups using a CSV import). Once your users are organized into the appropriate Groups you can take the following steps:

  1. Go to Admin > Helpdesk > Settings > Configuration
  2. Under the "Miscellaneous Settings" section, turn ON "Enable group access option". This will enable the option to appear in the user's profile.
  3. Go to Admin > Contacts
  4. Open the user's profile that needs access to tickets in a group
  5. Look for "Group Access?". Choose either full access or the ability to only view and add comments (unable to close tickets)
  6. Save

The group ticket view will be available under my tickets menu option: