I'm running into some difficulty that I'm hoping others have seen and have worked through. Our company has a community of partners. These partners sell our services to their customers. Once the sale is done our company implements the solution and also provides the technical support. My team provides the support and everything is logged in Zendesk Support.
Our partners need to have some visibility into the tickets logged by their customers. One option is to cc the partner on every ticket. Although this would be fairly easy to do I'm not thrilled with this solution. I think it will generate too many useless and hard to follow emails to our partners. In fact, we spend a lot of effort encouraging our customers to manage their support issues via the portal and to essentially ignore the emails.
I would love for our partners to be able to access the portal and see tickets for all of their customers but that's not possible as one can only see the tickets that are either their own or those of their company. Since our partners have many customers that come to us I can't assign them to each 'organization' as I might do for an internal agent.
Has anyone found a good way to manage their partners via Zendesk?
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