L. Mark Stone wrote:
Unfortunately, this customer user sees no existing tickets when they log in. They only see tickets that they themselves create.
What have we done wrong?
The tickets that are displayed are determined by what is set in the field "CustomerID". If you want a manager to see tickets from multiple individuals, then CustomerID has to be the same in all of the tickets that come in - regardless of who they are from. Let's use "Manager A" as an example: Open up the Admin Area. Got to "Customer User". Find "Manager A's" profile. Click on change. In the customer id field, set it to something unique like "managerA" (boy aren't I creative). Then, every ticket that comes in (regardless of who it is from), has to have "managerA" set in the CustomerID field if you want "Manager A" to see those tickets. Hth, Tyler