Managing ticket visibility for contacts of the same account - Zoho Desk Knowledgebase

How to manage ticket visibility for contacts of the same account in the help center?

With the advent of the contact to multiple accounts feature, you may want to allow or restrain contacts from seeing others' tickets from their account, particularly when you have chosen to allow your contacts to view the tickets of other users in their account in the help center. This is when the more granular setting of specifying individual contacts to see only their tickets from their account becomes an admin's best friend.

Let's consider two use cases to know precisely how it works in real-time.

Case 1:
Consider a customer whose employees and managers submit tickets to your customer service team. It is typical for managers or employees at the VP level to view all tickets raised from their company (read as account) on the help center. However, they wouldn't desire their employees to view tickets submitted by the managers. As an administrator, you can configure the managers (read as contacts) to view all tickets from their account, while other employees only view theirs in the help center.

To show tickets:
  1. Click the Customers module.
  2. Click Accounts on the lower-left corner.
  3. Open an account to view its details.
  4. Click the Contacts subtab at the top of the page.
  5. Click the More icon (  ) corresponding to the manager contact to whom you want to show all tickets from this account.
  6. On the More options menu, turn on the Show tickets from other contacts option.
  7. Repeat the above step for other managers in the account.

Case 2:
Consider a trading company that deals with a vendor and multiple customers. Since the customers and the vendor buy and sell the same product, they belong to the same account (e.g., Green Banana Grocers). Ideally, the company's conversation with the vendor should be privy to its customers and vice versa. The vendor should be only able to view their tickets in the help center, and not of those created by the company's customers, although they all belong to the same account. As an administrator, you can configure both the vendor and the customers to only see their tickets from the account.

To hide tickets:
  1. Click the Customers module.
  2. Click Accounts on the lower-left corner.
  3. Open an account (e.g., Green Banana Grocers) to view its details.
  4. Click the Contacts subtab at the top of the page.
  5. Click the More icon (  ) corresponding to the contact you want to only show their tickets from this account.
  6. In the More options menu, turn off the Show tickets from other contacts option.
  7. Repeat the above step for the other contacts and the vendor.

Note:
  1. By default, a contact can track all tickets raised from their primary account, which can be disabled if needed.

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