Zoho Desk Portal - Hide Tickets
In the process of setting up and the planned commissioning of the customer portal, we are faced with the following problems and challenges.
How can a ticket be protected from access by the customer via the portal? In general, the client should see all his tickets in the portal, with a few exceptions...
- Departments can be enabled or disabled for the customer portal. However, this is not a viable option as all tickets should be handled within a single department.
- Are there any other options besides the global department setting?
- Do you have any best practices that you could share with us?
The reason for this requirement is that certain internal topics should be linked to the right contact person but should not be visible to the customer. This concerns, for example, technical issues (server problems, network problems in the hosting environment) which somehow belong to the customer but were not reported directly by him and therefore should not be visible. I hope it is clear what is meant here.
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