About private ticket groups

Fastpath: Admin Center > People > Team > Groups

On Enterprise plans, admins can designate a group as private. This means that agents outside the group generally can’t access tickets assigned to it, although agents may be granted permission to view private tickets. While an agent outside the group can assign a public ticket to a private group or a member of a private group, the ticket is made private as a result. Additionally, an agent working on a private ticket is prevented from @mentioning or opening side conversations with team members outside the private group.

This article contains the following sections:

• Essential facts for private ticket groups
• Limitations of private ticket groups

To learn how to set up private groups, see Creating private ticket groups and granting agents access.

Essential facts for private ticket groups

We've distilled some essential facts for you about private ticket groups. To learn how to set one up a private group or convert a public group to private, see Creating private ticket groups and granting agents access.

• When creating a group, you have the option to designate the group as private. It cannot be converted to public.

• You can convert an existing public group to private, but it can’t be converted back to public.

• Tickets in private groups have a private tag with a lock icon () as part of the ticket status tag and a lock icon next to the assigned group's name. In views, the lock icon appears next to the ticket status for each private ticket in the list.

• Access to tickets, including tickets in private groups, is set at the role level. Among native agent roles, Admins and Team Leaders can see tickets in private groups by default. Custom roles can be configured to have access to tickets in private groups. See Granting agents access to tickets in private groups.

• A private ticket can’t be viewed or searched for by agents who don’t have access to it.

• If a ticket is reassigned from a public group to a private one, CCs and followers are kept on the ticket and continue to be able to see it.

• If a ticket is reassigned from a private group to a public one, the ticket becomes visible to public groups.

• Tickets in private groups are still included in reports run for all tickets.

• Tickets that aren't assigned to a group are treated as if they're in a public group.
• On non-Enterprise plans, agents can only access tickets assigned to a private group of which they aren't a member if they're the requester or explicitly added as a CC or follower. They'll only see that particular ticket, but they will see it as an agent.

  On Enterprise plans, admins can configure the visibility of internal comments on tickets an agent requested, regardless of the tickets group assignment. If you restrict agents in your account from seeing internal notes and agent-only fields, they will only be able to access tickets they've requested as an end user.

Limitations of private ticket groups

• The status of a group as private or public isn't available as a trigger or automation condition. (Group | is / is not | Private / Public)

• Macros can’t yet be made available to all private groups similar to the way they can be made available to all agent groups.