All Companies Ticket View

🏢 One board across every company

If you support several schools, charities or clients from one service desk, the company switcher in the header has an All companies option. Every ticket you are allowed to see appears in one list, each row wearing the company it belongs to.

Shipped as #1554–#1558 in 1.5.0. Asked for by a prospective user by email:

It would also be useful within the ticket module; if there could be a consolidated ticket view across all companies in a consolidated board. We support three different schools' entities; therefore, such a view would be useful for us daily while keeping each entity separate.

The developer guide is All companies ticket view — Developer Guide.

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1. 🧭 Turning it on

Click the company name in the header and choose All companies. It sits above the individual companies, with a tick when it is active.

The option only appears when there is genuinely more than one company to consolidate. On a single-company install the switcher is hidden entirely, exactly as before.

To go back, pick any single company from the same menu.

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2. 🔒 It grants nothing new

"All" means every company you could already reach one at a time.

• An analyst who supports two of your three entities sees exactly those two.
• An analyst with one company gets a view of that one company.
• Nobody sees a company they could not already switch to.

There is no separate permission to grant and nothing to configure. If you want to change what somebody sees in the combined view, change which companies they can access — the same setting that has always governed it.

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3. 🏷️ Reading the board

Each row carries a small chip naming its company.

A ticket that arrived by email, the self-service portal or a workflow and has not been routed to a company yet is marked Unrouted rather than shown under Default. Those are the ones somebody still has to triage, and hiding them under a company's name is exactly how they get missed. The Triage queue in the same switcher menu is where they are dealt with.

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4. 🧩 Each entity stays separate where it matters

This is the part that makes a combined board safe to work from rather than just convenient to look at.

Ticket properties follow the ticket, not the page. Open a ticket and its type, origin, category and resolution list are the ones belonging to that company. If School A has a ticket type or a category that School B does not, it appears on School A's tickets and nowhere else — so it can never be applied to the wrong one.

The same is true of the category switches: if one entity has the category field turned on and another has not, the field appears on the first entity's tickets and not the second's.

Statuses, priorities and departments are shared across the whole installation and always have been, so they read the same everywhere.

Replies go out from the right mailbox. The outbound mailbox has always been worked out from the ticket's own first email, never from whichever company you happen to be viewing — so a combined board cannot send from the wrong address.

Ask AI searches every company you can see while the combined view is on, instead of just one. Knowledge articles that are shared with all companies are included either way, so an installation that keeps its knowledge base global is unaffected.

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5. ➕ Raising a ticket

From the combined board, New ticket asks which company it is for, and will not submit without an answer.

That is not bureaucracy. The company decides:

• the ticket number it gets (companies can have their own numbering)
• the mailbox replies will come from
• the SLA it will be measured against

None of those can be quietly re-decided afterwards, and there is no active company to fall back on that would not be a guess.

The ticket type list stays disabled until you have chosen a company, then fills in with that company's own types.

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6. 🗑️ The one deliberate exception

Emptying the trash never spans companies. It always applies to the single company you last had selected, even while the combined view is on.

Reading wider is the whole point of a combined board. Deleting wider is not — "delete everything in the bin" across three entities at once is not what anyone means by it, and it cannot be undone.

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7. 📋 What does not widen

The ticket list, Tickets → Users and the Tasks board widen. Assets, changes, the CMDB, contracts and knowledge browsing still show one company at a time — switch to that company to work in them. (When you add an asset in this view, it asks which company it is for — see Moving an asset between companies.)

That is deliberate rather than unfinished. The ticket queue is the thing people watch all day across entities; the rest are things you go into a particular entity to do.

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See also

• All companies ticket view — Developer Guide
• Multi-Tenancy · Concepts & vocabulary · Staff access
• Ticket categories