Analysts contact details not accessible on the Service Portal

[nasimg]

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). 

Regards

Nasim

[nasimg]

It'd be great to know whether this is possible or not.

Nasim

[James Ainsworth]

Hi Nasim,

Thanks for your post.  At the moment there isn't any configurable options to allow for this.  We will review the requirement and see if this is something that we can provide in the future.

Regards,

James