How to change the ticket owner (users not staff)

[valik]

We added several new tickets by forwarding customer emails to our own queue mail (support@companyname.helpserve.com). This action created several new tickets. Now the customer has registered to our support site (Kayako) but is not able to see these tickets.

Questions?

How can we make this tickets available/visible to them?

How can we organise that tickets from the same customer (company) are visible to users from the same company?


Help would be appreciated. I could not find any information on the SupportSuite documentation

[valik]

My collegue asked the same question to sales and this was the answer:

You can change the ticket owner(Staff member) from Staff CP >> Ticket >>
Open ticket >> Owner.
You can change the ticket owner(Customer) from Staff CP >> Ticket >> Open
ticket >> Edit tab.

Kayako thanks although we don't find it very intuitive for the customer part, we would expect a dropdown with th registered users or an options to add an email as it is now.

The question is what if the email provided is not registered as an user does kayako automatically add it as a new user?

I still have the other question

[Siora]

Originally Posted by valik

The question is what if the email provided is not registered as an user does kayako automatically add it as a new user?

Yes it does. This is something that I've been trying to bring to their attention but I'm not sure if they are aware or are working on a proper validation system. It seems that validation is only done at the support centre and not from the staff cp.