We would like to give certain users within a customer organization a superuser role, which would allow them to view all tickets associated with their organization. This is important because many of our customers have internal IT staff who need to have an overview of all tickets from their organization.
Currently, there is the option to set a “shared organization,” which lets all users within the organization view all tickets. However, this is not always desirable for our customers due to confidentiality concerns.
As a workaround, we create customer-specific groups and assign the superuser the agent role with access to only that group. However, this approach has limitations (internal notes are visible to them) and doesn’t scale well if we have a group for each customer.
An alternative solution is to allow tickets to be flagged as private, which would exclude them from the shared organization view. However, we believe that the superuser role would be a better solution.
We’ve noticed that similar feature requests have been made in the past here and here, but they were closed. Therefore, we’ve created a new request to address this issue.