04/30/2019 234 views

Hello we have a customer service team that would like to have the customer service reps open tickets in all queues to report problems with product or other concerns. They are ccing another few reps through a distribution group in that department who is planning to follow up on those concerns. 

Our problem is the reps that are cc'd cannot see the tickets that they are cc'd on they click the link and are not able to view the ticket because they do not have access to that queue.

Are there are any options around this. 

We cannot give them owners membership to each of the queue based on feedback of the current owners.

We also cannot let them login to kace as the distribution group.

Are there any options that we have to allow this. 

The reps are getting the email through the distribution group but kace does not recognize members of the distribution group so they cannot access the tickets.

Thank you,


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All Answers


Create a label for the customer service reps and apply the label to the Service Desk\Configuration\Queue - Queue Detail - under User Preferences - Restrict Submitters by Label

Add this to all Queues that they will need access to, to submit tickets.

Answered 05/15/2019 by: hillsylv
Senior White Belt