We currently have several issues open in the Case Portal. One "problem" that we are now encountering more often due to holidays / illness is that for some time now it has no longer been possible for our own colleagues to access other tickets.
Previously, it was possible for all users of a company to see all tickets, or at least to add followers to certain tickets.
Now, only the ticket creator can see and edit the ticket, which is of course problematic in case of holiday or illness, as colleagues cannot access it.
Hence the idea: a) open the visibility of the tickets company-wide or b) at least add more people to the ticket so that they can also act.