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There is a way we can set rights on users so they can view tickets for users within their own organization.
Please look for an email from our Customer Care team with some additional information and we'll help get you all setup through a ticket rather than discussing the details here.
Thank you for your update. I will await an email from the customer care team.
Sorry I have not had an email from your customer care team to progress this, if you can advise the options to log a ticket under I will raise a call.