We’re still loving the demo version, but are finding that the built-in access levels available aren’t quite enough. We have different departments that perform different functions, and there isn’t too much trust between departments.
Due to the lack of trust, we do not want Dept A to be able to modify/delete tickets that belong to Dept B (although viewing is ok and informational, but not necessary). In order to have this level of safety, we have to set up techs with “Level 2 Support” Access. They still need to be able to re-assign a ticket to a different category in the event it was mis-categorized or the problem isn’t where we thought.
Ticket assignment is done on a “volunteer” basis as techs are available, so they need to see the Inbox for their applicable categories (auto-assignment would not work here for many reasons).
I have been able to perform a workaround for this functionality by creating a filter for each tech that lets them see all the tickets that they have access to, but that is time-consuming to set up and not nearly as intuitive as the Inbox functionality.
Additionally, it would be nice to be able to set up Dept Managers with “Category Administrator” functionality that would let them alter any parameters within their assigned categories, but not give them Administrator access to the whole system.
I would like to see the ability to set up custom access levels, or groups with user-defined access controls. Next version, perhaps?