Overview:

By default, users in our support portal can only view and track their own support tickets. If your organisation would like users to have visibility of all tickets submitted by colleagues within the same organisation, this can be enabled upon request.

What are the options?

There are two visibility settings available:

• Own tickets only (default) — Each user can only see tickets they have submitted themselves.
• All organisation tickets — Users can see all tickets submitted by anyone within your organisation.

How to request a change

Ticket visibility settings cannot be changed by users directly. To request a change, please contact our support team and provide the following information:

• Your organisation name and the email domain(s) affected
• The desired visibility setting (own tickets only, or all organisation tickets)
• Confirmation that the change has been approved internally in line with your organisation's data protection policy (see below)

Our team will process the request and confirm once the change has been applied.

Data protection requirements

Enabling organisation-wide ticket visibility means that users may be able to read ticket content submitted by their colleagues, which can include personal data, technical details, or commercially sensitive information.

Before requesting this setting, please ensure that your organisation is permitted to grant this level of visibility under applicable data protection regulations, including GDPR. This is the responsibility of the requesting organisation. PTV Logistics cannot validate or take responsibility for your internal data protection compliance.

If you are unsure whether this is permitted within your organisation, please consult your internal Data Protection Officer or legal team before submitting the request.