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Analysts contact details not accessible on the Service Portal


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We want our customers to be able to contact us regarding their tickets - on the live portal we can view the analysts contact card from the timeline, but this isn't possible on the service portal.

See below - on the live portal, I click on Nasim Gani and his profile is display. This doesn't happen for the Customer using the service portal.

I can appreciate some organisations do not wish their analyst details to be published, but we can choose what info we complete on our profiles or could the solution involve a configuration button to allow the analyst profile to be available (or not). As staff should be able to find this info from the company intranet/ contact directory/ emails, I don't see the point in restricting access.

We want our Service Desk to be accessible - part of this is to ensure the customer knows who is dealing with their request (important for 1st point of escalations). 



Live Nasim Profile.PNG

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