This is for users that are facilities or admin/operations staff. These users are usually our points of contact for contract check-in visits, and need to monitor all incoming and outgoing communications between all the organization's users and the support team.
Navigate to the user you wish to promote's contact. Click the Edit option against the contact, then clicking the ticket icon next to the company field. This feature is called "Allow this contact to view all tickets from this company" and can be enabled on the contact details page. Once this feature is toggled, and ticket filed by the organization (checked automatically in Rules by the users SMTP domain) will be visible to the user that you've just promoted.
The ticket icon is in blue in the attatched screenshot.
