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Multiple groups / KB access

 
  • Started 2 years ago by shumisha
  • 2 posts in this topic
  • Latest reply from DJ
  1. User has not uploaded an avatar

    shumisha

    offline
    Member

    Hi there,

    I have just started implementing TD to support my customers. I have purchased the (c) removal option, but before I move forward with additionnal support, I have a couple of questions I have bumped into while doing the first setup. BTW, despite those questions, great product you have, though a bit hard to find for some reason!

    1 - I am not sure how to model my business. I have several products and several clients (happy me :)). I have assigned products to Departments and Companies as Groups, while individuals inside a client company are members of the group. Can this allow me to have clients view tickets from all people working in the same company (ie: part of the same group) ?

    2 - There seem to be no way to apply permissions to KB categories and articles ? so KB is either viewable by a group or hidden. But permissions do not apply to a KB category so that I can decide thas some customer can see KB category related to the products they are using, but not to other products ? am I correct here ?

    What would be your advice to get as close as possible as the way my operation runs ?

    Thanks and regards

    Posted 2 years ago #
  2. DJ

    DJ

    offline
    Project Lead, Trellis Desk

    Posting reply from Customer Center ticket...

    1) TD 1.0 unfortunuately does not support any sort of "companies and clients" structure. Users can see their tickets and only their tickets, not tickets from users in the same group. This is, however, a feature coming in TD 2.0.

    2) The same pretty much goes for KB permissions by category. As of right now, the only permissions you can set per group for the KB is whether or not they have access to the entire KB system. But again, more advanced permissions are coming in TD 2.

    Trellis Desk 2.0 will not be production-ready until the end of this year. I'm not sure if you will be able to wait that long. A testing release will be out soon—in a couple weeks, but there will definitely be some areas missing. If you need this functionality before then, I would have to suggest making edits to the source code of the software yourself.

    Hope this helps. Thanks!

    Posted 2 years ago #

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