We will need a list of the members of your organization that need access to all cases, so we can update their settings. It would probably be best to open a support case to request this.
We typically have the user who created the case as the 'Contact Name' who has read, write permissions.
Other users can be added to the case team but they only have read permission. To be added to the case team they need to be registered to with our Support portal.
The 'Contact name' role can be changed in case another customer user needs to take ownership of the case.
Please let us know if you are having difficulty registering new users and we can get you in contact with the right folks.
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