Customer Success Portal - Ability to see Requests raised by a colleague

[Frank Reay]

There are 2 of us who support Hornbill and raise Customer Success Requests. This may increase to 3 later in the year.

I can't see any way that I can view Requests raised by my colleagues to see any updates (a particular problem with something urgent or periods of sickness/holiday). Something like using the Connections functionality would be ideal rather than 'My Staff Requests'. Is this possible and if not can it be considered as an enhancement? I would like this as a default rather than asking on the basis of individual Requests.

 

[Victor]

@Frank Reay this option should be active for the Customer Success portal... is it not for you/your org?

[Frank Reay]

@VictorThanks for the reply. What do you mean by 'this Option'? If you are referring to 'Connections' then I don't see that. What I see is this and I have only ever seen Requests raise by me.

[Victor]

@Frank Reay I mean the option to select view organisation requests, like this: 

However, seeing you don't have that in your screenshot I believe the option is not activated for your organisation contacts. I'll have a look in our system... brb

[Frank Reay]

@Victoryou are correct. I don't have that drop down and it's exactly what I am after!

[Victor]

@Frank Reay right so that option is actually disabled for your organisation. Can you PM me with who from your organisation you need this enabled for?

[Frank Reay]

@Victorwill this apply to everyone in Landmark? The other person who raises requests is David *****.

[Frank Reay]

@VictorOur messages crossed. Following please:

Me

David *****

Steve *****

Edited September 21, 2021 by Victor
Personal information: Name

[Victor]

@Frank Reay done for you, David and Steve.. Can you check if the option is there for you now? A refresh should work if not, log off and log back in...

[Frank Reay]

@VictorMarvellous and all works well for us. 

Just a thought - is this functionality available in our own portal? We don't have an Org Structure currently set up but maybe something for the future. If it is available then is it possible to determine the level of My Organisation or is just at the top level (which would be meaningless as it would show all Requests)?

I suspect that My Staff's Requests is the only version available in our portal but just wanted to check.

[Victor]

1 minute ago, Frank Reay said:

is this functionality available in our own portal?

Yes, this is available for anyone using Customer Portal in Hornbill.
https://wiki.hornbill.com/index.php?title=Managing_Contact_Visibility_of_Organisation's_Requests_on_the_Customer_Portal