Organisation wide suppport account

[ishanperusinghe]

Hi there

We have a number of key people which can raise support tickets in our organisation. But we can only see tickets we have individually created.

Is it possible to link the support accounts of the individuals together, so any of the key individuals can view support tickets raised against our org. At the moment this creates a dependency on one individual to give updates to rest of team as we are not always working at the same time

Thanks

[cjking]

There are a couple of ways that you could approach this:

1) Make your key people admins - IIRC admins have permissions to view tickets raised by other people, as well as perform other tasks like adding new support users. (see https://community.apigee.com/articles/2012/edge-support-portal-user-administration-adding-new.html )

2) Use a shared account configured with a mailing list as the email address, where the mailing list includes your key people. The downside of this is that it requires sharing login details.