How Contacts Can View Tickets Submitted by Other Contacts

In BoldDesk, contacts can view tickets they have created and tickets where they are added as CCs from the customer portal. Additionally, they can view tickets submitted by the members of their contact groups. To enable this, contacts should be added to contact groups and allowed to view tickets created by other members of their group.

Adding Contact to a Contact Group

You can add contacts to contact groups in two ways:

1. From the contact profile
2. From the contact group profile

From the Contact Group Profile

1. Go to the Contacts module and select Contact Groups.
2. Open the contact group you want to update.
3. Click Add Contact then choose to add either new or existing contacts.
4. Select the contacts from the dropdown menu and click Add.
5. Turn on the View All Tickets option to grant a contact permission to view tickets raised by colleagues.
6. Click Save to update the settings.

From the Contact Profile

You can add a contact to a group when creating, editing the contact or from their profile page.

1. Navigate to the Contacts module > Contacts to see list of contacts.
2. Select a contact and open its profile page.
3. Move to the Contact Group tab and click Add Contact Group.
4. Select the contact group from the dropdown menu and click Add.
5. Turn on the View All Tickets option to grant the contact a permission to view tickets raised by colleagues.
6. Click Save to update the settings.

Viewing Contact Group Tickets

These tickets are listed under the “My Organization Tickets” section in the customer portal.

Adding Contacts to Multiple Contact Groups

Contacts can be added to multiple contact groups when the Multiple Contact Groups feature is enabled in the general settings. To enable this feature:

• Go to Admin module >> General Settings.
• Find Multiple Contact Groups section and mark the Allow contact to be part of more than one contact group option.
• Click Update to save changes.

Please refer to this article article for more details on how to add contacts to multiple contact groups.

To add contacts to a contact group, both the Create and edit contacts and Create and edit contact groups permissions must be assigned to an agent.

Viewing the CC’d Tickets

These tickets are listed under the “Tickets I’m CC’d On” section in the customer portal.

It displays support tickets where the user is included as a CC (carbon copy) recipient, allowing visibility into conversations and updates without being the primary requester.