For those users who have migrated from our old support system, they will be familiar with seeing all of your organisation's tickets at the same time. However, the new ticketing system handles ticket visibility in a different manner.
Be default, a user can only see tickets they themselves have raised. This allows users to maintain their own list of tickets and, where a large number of tickets are being handled, allows users to focus on their own issues without being clouded by other issues.
Users can be marked as "Organisational Managers". In this case, that user will see a link both for their own tickets, but also for tickets belonging to the organisation.
Some customers prefer to use role-based email addresses which can assist - in such cases, a single account handles all of the customer's tickets. However, this may not integrate well with email-based ticket responses.
If you want additional users or all of your users to be marked as Organisational Managers, please let the TAC know (by raising an Informational ticket) and we'll be happy to modify your configuration.