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John Taylor

Private Tickets

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We are looking for a way to mark an entire ticket as "internal" in the way that we can already do with notes. The issue is that we have some clients to whom we must provide access to the client portal so that they can manage and view tickets. However, there are tickets that we need to add for internal purposes which should not be visible to the client. Right now we continue to use our old system for those tickets, and it is cumbersome to maintain. 

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I do agree this should be a feature in the future, but as of right now there is only one way to do that:

  • Assign the user as an External User
  • Don't assign the ticket contact as them (leave it blank)

External Users can only see tickets assigned to them, External Managers can see all tickets associated with their account.

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