If open access to customer data is a concern within your organisation, data views can be restricted to only those employees that are in teams mapped to your customer groups. This not only allows different teams to focus on their own customers without having to filter out non-relevant tickets, it also means they can only see business undertaken by customers in those permissioned groups. This data-level security restriction, working in conjunction with normal view and functional security modelling with access to operations, is restricted by employee role.
Harmony’s extranet capability enables you to provide a cloud service desk to your customers for their own internal use. With this licensing option, your customers can open and close tickets on your instance of the software without needing a license agreement or any set-up. At a point in the workflow, they can, if they need help, simply escalate the ticket to your staff by allocating it to one of your teams. The same ticket holds the whole path to resolution, saving the need for complex ticket to ticket synchronisation and confused email threads.