Is it possible that the person responsible for the issue, appears to customer?

[Gabriely Gavanski]

I would like the call to appear to the customer who is taking care of the issue.

[Boyan Angelov _Nemetschek Bulgaria_]

Hello, 

If you want the assignee to be visible to the customer, you will need an addon. You can try the one we created - Advanced Portal Reports. 

Best regards,

Boyan

[Gabriely Gavanski]

I would like the agent responsible for the issue to appear to the customer, when the issue is being addressed. I don't want a report.

[Boyan Angelov _Nemetschek Bulgaria_]

Hello,

What do you mean by that? Do you want the agent to appear when the customer opens the issue on the portal? I believe there are addons that can do that as well. Our addon will show to the customer all his issues, with the agents assigned to each of them (more like a report), and not only the assignees, but all custom fields, also export to CSV is possible. 

Best regards,

Boyan

[Gabriely Gavanski]

Good morning, Boyan.

Not when you open the issue. When the issue has a responsible, it appears on the client's screen.

[Boyan Angelov _Nemetschek Bulgaria_]

Hello,

The question is where on the screen? On the customer portal it can be either when the customer opens the issue or when the customer opens the list of his issues. Or am I missing something?

[Gabriely Gavanski]

Hello,

When the customer opens the list of his issues, and have a responsible already.

[Boyan Angelov _Nemetschek Bulgaria_]

Hello,

This is exactly what our addon can do - it will show the customer the list of his issues, where the responsible (e.g. assignee) can also be shown. In the standard list this is not possible.

[Gabriely Gavanski]

I want it to appear on this issue screen

[Boyan Angelov _Nemetschek Bulgaria_]

I see, this is the issue view screen, not the list of issues. I believe there are addons, that can add the assignee to this screen as well.

Best regards,

Boyan

[Jack Brickey]

Are you asking if the agent taking the customers call can open a request on behalf of the customer such that the issue appears as if the customer opened themselves?

[Gabriely Gavanski]

No.  I would like the agent responsible for the issue to appear to the customer.