How Can I See Tickets Opened by My Team Members?

Overview

If you're an account owner or manager and you've noticed that you can only see your own tickets — not tickets opened by other people on your team — this is the expected default behaviour. By default, each support portal account only sees the tickets it has personally opened.

To see tickets opened across your whole team, your accounts need to be linked together as an Organisation in our support portal. This is a one-time setup that we'll handle for you.

Why Don't I See My Team's Tickets by Default?

Each login in our support portal is treated as an independent account. This is by design — it ensures that:

• A team member's personal tickets (e.g., password resets, account-specific questions) aren't automatically visible to others.
• New team members start with a clean view rather than seeing every historical ticket.
• Team membership can change without affecting individual ticket histories.

The trade-off is that, until accounts are linked, a manager logging in won't see tickets opened by their developers, marketing team, or anyone else on the team.

The Solution: Set Up an Organisation

When we set up an Organisation for you in the support portal, we link multiple support portal accounts together under a shared umbrella. This gives you:

• Manager visibility — One or more designated Managers can see all tickets opened by anyone in the Organisation.
• Shared ticket history — Tickets opened by team members who have since left remain visible to current Managers.
• Better continuity — A team member can pick up where another left off without needing to reopen tickets or lose context.
• Cleaner handovers — Onboarding new team members or transferring responsibility doesn't lose ticket history.

What Stays Individual

Each team member keeps their own login. They can still open and reply to tickets normally. The Organisation layer adds visibility for designated Managers — it doesn't replace individual accounts or change how anyone interacts with tickets day-to-day.

How to Request Organisation Setup

This is a one-time setup. To request it:

1. Open a ticket from the account that should be the primary Manager — usually the account owner or the person responsible for managing the team.
2. In the ticket, include:
   • The email addresses of all team members who should be part of the Organisation.
   • Which person (or people) should have Manager access — i.e., the ability to view all tickets across the Organisation.
   • A name for the Organisation (usually your company name).
3. Submit the ticket.

We'll set up the Organisation and confirm once it's ready, usually within 1 business day.

Example Request

Please set up an Organisation for our company, Acme Ltd.

Members:

• [email protected] (Manager)
• [email protected]
• [email protected]

Alice should have visibility over all tickets opened by Bob and Carol.

After Setup

Once the Organisation is in place:

• Managers can log in and see all tickets opened by anyone in the Organisation, in addition to their own.
• Regular members continue to see only their own tickets — their experience doesn't change.
• New team members can be added to the Organisation later by opening a ticket and asking us to add them.
• If someone leaves the team, ask us to remove them from the Organisation — they'll lose visibility over Organisation tickets but their individual account isn't deleted.

Frequently Asked Questions

Can I have multiple Managers?

Yes. You can designate any number of accounts as Managers. All Managers see all tickets within the Organisation.

Can a Manager reply to tickets opened by other team members?

Yes. Managers can view and reply to any ticket within the Organisation, regardless of who opened it. The original team member also continues to receive updates on their own tickets.

Will linking accounts affect existing tickets?

Existing tickets remain attached to the account that opened them, but they become visible to Managers in the Organisation going forward. No tickets are lost or moved.

Can I see tickets that were opened before the Organisation was set up?

Yes. Once the Organisation is in place, all historical tickets opened by linked accounts become visible to Managers — not just tickets opened after setup.

Can team members see each other's tickets?

By default, no — only Managers have cross-account visibility. Regular members continue to see only the tickets they personally opened. If you'd like all members to see all tickets, mention this in your setup request.

What if a team member leaves and I lose access to their email?

Open a ticket and we'll handle the transition. We can transfer their tickets to another team member's view or simply remove them from the Organisation. We don't delete tickets, so the history remains intact for Managers.

Can I have one person across multiple Organisations?

Yes. If you manage hosting for multiple companies, a single login can be a Manager across multiple Organisations. Mention this when requesting setup.

Does this cost extra?

No. Organisation setup is a free service available to all customers.