Using Smartsheet as Ticketing System - Removing Dynamic View

Hi all,
We currently use a Smartsheet as a ticketing system for our internal IT team. The Requestor fills out a web form or through Dynamic View form and submits a ticket. We do not give any access to employees to the "Ticket Sheet" aside from our IT team. Currently, if our team enters a comment as a question to the Requestor for more information or a question on the ticket, OR if the Requestor wants to comment or add information to a ticket, the Requestor is able to through Dynamic View. They are able to see all of their tickets and when selecting a row (ticket) they are able to enter any comments. We are considering eliminating Dynamic View from our account and in lieu of giving "Commenter" access to all departments on our Ticketing Sheet, I've been brainstorming how Requestors could add comments to tickets WITHOUT having access to our Ticketing Sheet. I was thinking about maybe creating a copy of the sheet, just for Requestors, so they could see their tickets and if they add comments to their copy, it could update in the Master Ticket sheet, but not sure if that would work. Looking for any insight, ideas, or thoughts. We are also considering other software options to handle the ticketing process (i.e. ZenDesk, etc.)
The goal is to continue to allow Ticket Requestors the ability to add Comments to their rows (tickets) without having "Commenter" access to the Ticketing Sheet. Hope this is clear enough. Thanks in advance!
Answers
-
So one idea is to have a Latest Comment column, then have an INDEX/MATCH formula that copies that information over to your main sheet. But if someone else makes a comment, it will pull the that into the Latest Comment over instead and you might lose the one comment that was made.
Another idea is to create a WorkApp with a report. So create a report that replicates your Dynamic View. Lock down the columns you want them to see but not be able to touch, then allow them access to that report thru a WorkApp and tell them how to make comments there.
Michelle Choate
michelle.choate@outlook.com
Always happy to walk through any project you need help with! Book time with me here: https://calendly.com/michelle-choate
Categories
- All Categories
- 14 Welcome to the Community
- Customer Resources
- 66.5K Get Help
- 433 Global Discussions
- 152 Industry Talk
- 494 Announcements
- 5.3K Ideas & Feature Requests
- 85 Brandfolder
- 155 Just for fun
- 77 Community Job Board
- 506 Show & Tell
- 34 Member Spotlight
- 2 SmartStories
- 307 Events
- 37 Webinars
- 7.3K Forum Archives