KACE Product Support

Hello,

We are hiring a 3rd party Tier 1 support service. They will have multiple employees assigned to our account. Each of these users will have a unique set of credentials. All of them will belong to a Tier 1 Owner's group.

This 3rd party will be responsible for working all Tier 1 open tickets. While some of these may be assigned to individual users from this 3rd party there will be times when they simply need to look at all available tickets for the Tier 1 Owner's group.

Currently, you may select a view of tickets based on Submitter Labels but not Owner Labels. It doesn't even seem possible that you can create a custom filter view based on Owner label.

Is there another way to achieve the desired result described above?

Thanks,

Mike