Agent view of company tickets

[oragain]

Hi,

I was able to activate the CustomerIDs field and when the 'manager/supervisor/company' user logs in, he has access to company tickets and can see every tickets.

However, is there a way to allow an Agent to view the tickets of a Company just as well as the tickets from a Customer ?

In my case a user can be part of multiple companies and companies can have multiple users. So I was thinking of creating company as customer users and add to them the list of their member in the customer ids field. And though that would work from the customer portal by using company tickets, it does not for agents.

And what if a company is within a company withing a company.... ? Would building all the layers by using customerids work to show from the top 'manager/supervisor/company' all the tickets from below ?

Finally, if you are going to implement companies, why not allow tickets to be created with either a user or a company field ? And if an n-n relation for users / company could be done, that would be sweet too. (Typical use in this case can be board members part of multiple companies, doctors part of multiple hospitals, teachers part of multiple schools, so on and so on.)

Thanks for any hint you can provide,

[crythias]

is there a way to allow an Agent to view the tickets of a Company just as well as the tickets from a Customer ?

Yes. It's even better in 3.3+ because of the Customer Information Center (click on the CustomerID in TicketZoom). You can save a search on a customer_id if you want, too.

why not allow tickets to be created with either a user or a company field ?

This is usually suggested to be handled by distribution group email addresses and/or company as customer. Although, in personal practice, we use a standard [billing or technical] point of contact for the business.

[oragain]

Hi Crythias,

Thanks for the information, but at the moment I have yet to get it to work as I want it to.

If I associate the users to the company, create the tickets, and then search for the company it works. But what I want is a bit different as Company does not work for us since we need an n-n relationship. (I might end up contacting your sales to get a quote on such a modification).

Now, let's say you have user A,B and manager M, M can see all the tickets from A and B (By using the field CustomerIDs: A;B;). As an agent, if I look at A,B or M, I only see their specific tickets. But if I log in as M and go to company tickets, I can see all the tickets, A,B and M's. I want an agent to be able to do the same thing. And entering M in the customer field does not seem to work as I only see it's ticket.

Thanks

[crythias]

As an agent, I can see tickets in all groups for which I have membership.

[oragain]

Hi,

Yes you certainly can. But what I want is that when I search for tickets that M can view, then I get the same list as if I was logging as M and going into the 'company ticket' view.

Regards,

[crythias]

Company Tickets match customer ID. Unless you really want to switch as customer.

[oragain]

Yes, but in my case, in the customer information center, if I filter on company id, I would want the match being done against the customer ids (company id) instead of against the customer id. Here, a customer user can be part of multiple companies and companies can have multiple users.

That way if an agent searches based on the customer id, he can see all the tickets opened by that customer user independent of the company. And if the agent searches based on the company id, he can see all the tickets opened by any of the customer user that are part of that company.

[crythias]

Let's start again. A better question may be, "How do I do an agent search against multiple CustomerIDs at once"?

All this other stuff works as it is.