How to share tickets among users/contacts?

By using the Group assignment and Group Access Rights, you can give users/contacts read and write access to tickets that are created/submitted by other users assigned to the same group.

A User/Contact can only be assigned to one Group at one time, however it is possible to give a User ‘comment’ or ‘full’ group access to other Groups, which would allow them to see and edit/comment on tickets submitted by all other Users assigned to that Group.

To allow ticket sharing

You should first make sure that your users/contacts 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:

Navigate to Admin > Help desk > Settings > Miscellaneous settings

In the "Miscellaneous Settings" section, turn ON "Enable group access option". This will enable the option to appear in the user's profile record.

Next, navigate to  Admin > Contacts > Contact list

Open the user's profile record that you want to provide Group access to tickets in a group

Scroll down to the "Group Access" section and select the “+ add” button on the right side of the “Manage group accesses” line

Select the group and tickets you wish to give this user/contact access to, or you can search for a group name:

Select either ‘comment only’ (the ability to view and add comments only) or  ‘full access’ (the ability to view and add comments and to close tickets if needed)

Next, select the green “add” button:

The Group that this user/contact has been given access rights to will now display and show whether the access rights are ‘comment only’ or ‘full access’:

Now when the user/contact views their tickets on the HelpCenter page they will see their own “Open” or “Closed” tickets:

And they can select the Group to which they have been given Group Access rights to (in this case the “SKCompany” group) and they can view/edit any ticket that has been created by all the other users/contacts assigned to this group: