Add access rights for agents that created internal tickets

[SEGGER-NV]

Hello,

referring to this inquiry:

Agent as customer cannot access own tickets?

Hey guys, I think the following is somewhat inconsistent - let me know what you think: If a customer creates a ticket, he will always be able to access it regardless of the current group. If an agent creates ticket a ticket for himself (let’s assume he set his own user as ticket customer), he will only be able to access the ticket, if he has permissions on the tickets current group. Issue: We just encountered the case that an agent used a ticket template to create a ticket for himself…

Are there any updates or discussions going on to this topic?
For internal ticket tracking it would be very helpful if an agent could answer to his own ticket using the web interface.

Alternatively an option could be added that allows all Agents who have create rights in a group to be able to write internal notes in any of the groups tickets.

What do you think?

[MrGeneration]

There’s no update on this, I’m sorry.

@SEGGER-NV

Alternatively an option could be added that allows all Agents who have create rights in a group to be able to write internal notes in any of the groups tickets.

I don’t like that idea, it’s not straight forward and is no alternative to the above - at least not in my eyes.