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Tickets Access

Niamh Ferns Updated by Niamh Ferns

This article is outdated and no longer updated. Please see either Permissions & Feature Configuration (Tokity) or Permissions & Feature Configuration (ConnectWise/Autotask Partners) for more.

Ticket Access Overview

The DeskDirector Admin Portal allows you to set very specific settings in regards to boards your contacts can access. This article will guide you through setting up the filters for their tickets.

You can filter which queues (tickets) will be shown on the DeskDirector Portal. These filters can be set at a global, company, and contact level. Tickets and Permissions uses cascading override approach. This means that Account level filters override Global Settings, which in turn is overridden by Contact filters. The same applies for Permissions, which are also set from the Global Settings within the Admin Portal. 

Global Ticket Access

This page is where you can set all global access settings for ticket boards. Global ticket settings apply to all of your contacts and have the lowest priority in the override.

To get started, login to the Admin Portal, then head to Client Portal > Global Settings > Queues and tickets. On this page you can globally enable/disable which queues are accessible for all of your contacts by default.

Note: for our ConnectWise and Autotask partners, these options are named differently and are available under Portal > Global Settings > Board access

Ticket Sharing

If you have contacts for a specific account that wish to be able to view all tickets for their users (e.g: C-Suite want to have visibility into all requests made though the Client Portal), you can enable Allow share tickets at account level. This will mean they can see all tickets submitted by users from their company's account.

This feature is only available for standalone users. For our ConnectWise and Autotask partners, you can find this setting under Portal > Global Settings > Feature configuration.

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Company Ticket Access

Company access defined which boards all of contacts at a specific company has access to and overrides any global settings. 

To setup company ticket access, navigate to Client Portal > Accounts, click on a company, and click on the Queues and tickets tab. On this page you can enable/disable which queues are accessible for all contacts under this specific company.

Contact Ticket Access

This page controls which boards/tickets the specific contact has access to and overrides both global and company ticket access settings.

To setup company ticket access, navigate to Client Portal > Contacts, click on a company, and click on the Queues and tickets tab. On this page you can enable/disable which queues are accessible for all contacts under this specific company.

 

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