Selectively Grant Ticket Permissions in Customer Portal

[svamann]

I would like to allow contacts from _some_ companies to view all tickets associated to their company. Is there a way to selectively grant "view all tickets that their primary company is associated with" ticket permissions only for certain companies? It seems this is a global setting that can only ever be activated for every company or none...

Background:

• For some of our customers our main contacts would like to see all open support tickets with us. In Freshdesk (our previous ticketing system), we could even grant these specific users access to all tickets associated with their company.
• For some other customers we cannot show all tickets to everyone else in the company, because this could open information leaks between different departments of the respective company.

[BérangèreL]

Hi @svamann, I hope that you are well!

Thank you for asking the Community!

For information, here is the article "Give contacts access to the customer portal" about it.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Lucila-Andimol, @Jnix284 and @Shadab_Khan do you have any insights to share with @svamann, please?

Thank you so much and have a beautiful day!

Warm regards,
Bérangère

[Jnix284 · Accepted solution]

Thanks for the tag @BérangèreL, unfortunatley @svamann the settings for view access to all tickets is currently global, my feeling is that more teams will need this capability as they migrate from ZenDesk and it's already on the product team's radar, nonetheless I recommend adding it as an idea here.

In the interim, you could associate the contacts for those companies to all tickets which should allow them to see the tickets in the portal even if they aren't the one who created it.

I haven't tested this, if you're able to get it working you could create a workflow that checks for the companies where you want to open up the access and automatically associate all contacts with all tickets for the company as a workaround.

[svamann]

Posted this as an idea here: 

We've thought about associating everyone with every ticket as a workaround and we're even doing this for one customer. Automation is possible, with custom code. However, if we associate all contacts with all tickets, it's hard to see who actually opened the ticket and we have to manually ensure that we don't include everyone in every ticket conversation, lest we flood people with ticket emails they don't care about...

[Jnix284]

completley understand it's not an ideal workaround @svamann, especially if you have a lot of email notifications and you're not tracking the ticket creator separately. Thanks for sharing the link, I upvoted and hope to see this capability soon.

[svamann]

Idea link got lost: https://community.hubspot.com/t5/HubSpot-Ideas/Grant-Customer-Portal-Access-to-All-Tickets-to-Specif...