Be able to see all of my company's ClientCare tickets | Community
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A
Anonymous
April 29, 2010
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Be able to see all of my company's ClientCare tickets

  • April 29, 2010
  • 7 replies
  • 3566 views

As a supported user it would be nice to see all of the tickets submitted and open for my organization. We have a team of people who are responsible for Omniture problems and the process of staying on top of all the issues we open is challenging.

    7 replies

    james_wawne
    james_wawne
    Level 4
    April 30, 2010

    You can or rather should be able to see this via the help section - 'My incidents' option.

     

    I think that you may need to be a supported user and or Admin - If it doesn't show ask client care.

     

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    A
    Anonymous
    April 30, 2010

    You can only see the issues "you opened". So basically when I am out on vacation for two weeks I have to give someone  access to my account to follow up (thats a really bad idea) . We have serveral people both technical and on the analytics side who support our install.

     

    I really need anyone in the team to be able to view, interact and follow up on open tickets.

    james_wawne
    james_wawne
    Level 4
    May 5, 2010

    Ah I see your problem - on that basis the current functionality does indeed fall short. 

     

    Arguably admin/supported users should be able to see all tickets raised or have the ability to configure such a setup from the admin console; so I agree with your call to change this.

    benjamingaines2
    Adobe Employee
    benjamingaines2Adobe Employee
    Adobe Employee
    May 27, 2010
    I am pleased to report that this functionality is already available. Your Account Manager can set you up with the ability to see all of your organization's support tickets. Simply contact your AM and let him/her know that you are your company's primary supported user and need to be able to see other users' tickets.
    A
    Anonymous
    May 27, 2010

    It sounds like this is "sort of" offered.  I dont want 1 person in my team of 4 to see everything, I want everyone to be able to see everything.

    benjamingaines2
    Adobe Employee
    benjamingaines2Adobe Employee
    Adobe Employee
    May 27, 2010

    Sorry; I should have been clearer: all of your supported users can be set up to see each others' tickets. (The word "primary" in my comment was misleading.) Everyone can take advantage of this feature.

    A
    Anonymous
    May 28, 2010

    thanks

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