Currently, each service desk user can only view their own tickets. However many clients have others in their organization who would want to view, comment, and be notified of updates on their tickets. Other clients work in teams on certain issues and would therefore need one ticket for the entire team to follow.

This has been a major drawback of rolling out service desk to many of our clients.

Suggesting a way to manually group service desk users and allow them access to each other's tickets. This is similar to JSD-270 and JSD-269.

The minimum requirement that would achieve 80%+ functionality would be to allow admins to manually create groups of service desk customers that can then only see each other's tickets.