For security reasons, the default Case Visibility for Users in Smarsh Central is to only see their own cases.
Upon request by an account Admin, our Support team can update the Case Visibility for your account, to allow more Users to view all cases for the account.
There are three setting levels for Case Visibility in Smarsh Central:
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Case Contact - All: Each Support Right Contact can only see their own cases (this is the default setting)
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Case Account - All: All Contacts on your account, with at least TECH Support Rights, can see all cases for the account
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Case Account - Selected Contacts: Designated Support Rights Contacts can be set to see all cases on the account. Any users not enabled for this feature remain only able to see their own cases
To request an update to this account setting, open a case in Smarsh Central and specify the Case Visibility level to set and any designated Contacts to have all access, if applicable.
