Ticket Visibility for Organizations
If your organization has multiple users submitting support requests, your team can be granted shared visibility into support tickets across the organization. This capability is enabled by the Spreedly Support team upon request and does not require any configuration within your account.
Once enabled, your organization will have access to a centralized dashboard where all support tickets can be viewed in a single location. This provides greater visibility into your organization's support activity and allows users to efficiently track, monitor, and manage open and historical support requests.
This article explains how to access the support dashboard and configure your ticket visibility settings.
Setting Up Visibility for Your Organization’s tickets
Contact Spreedly Support and tell us which level you'd like: Read only or Shared (full).
We'll enable it on our end, no changes needed on your account or in your settings.
Once we confirm it's enabled, log into the Help Center and go to Requests → Organization requests. You should now see tickets submitted by your teammates. Let us know if you don't, that tells us something needs a second look.
If you're on Shared (full): open any teammate's ticket from that list and reply directly. You'll automatically be added as a CC on that ticket going forward, so you'll get updates on it, this only applies to tickets you've engaged with, not your organization's entire history.
You will have view-ability to your organization’s tickets. If you are not currently copied then your access to that ticket is read only. If you require additional access to comment then you can request that a colleague copy you into the ticket.
If You're on Read Only and Need to Follow One Ticket
You don't need to request the Shared level just to stay in the loop on a single ticket, ask the colleague who owns it to copy you in directly.