Creating private ticket groups and granting agents access

Fastpath: Admin Center > People > Team > Groups

On Enterprise plans, private ticket groups allow admins to designate a group of agents who can see tickets with otherwise restricted access. When a ticket is assigned to a private group, only agents who are members of that group can see the contents of the ticket, unless the agent is the requester or explicitly added as a CC or follower. For more details, see About private groups.

This article contains the following sections:

• Creating private ticket groups
• Granting agents access to tickets in private groups

Creating private ticket groups

Groups are used to create collections of agents based on criteria those agents have in common. You can make a group private to restrict access to tickets assigned to it. You must be an admin or an agent with permission to create groups.

To create a new private ticket group

1. In Admin Center, click People in the sidebar, then select Team > Groups.
2. Click Create group.
3. Enter a group name.
4. Optionally, in Group description, enter a description.
5. Select the agents you want to add to the group.

   These agents will have access to any tickets in the group.

6. Click Make this group private.
   Note: If you make a group private, it cannot be converted to public.
7. Click Create group.

   The new group is created.

   

To convert an existing group to private

1. In Admin Center, click People in the sidebar, then select Team > Groups.
2. Select the edit link next to the group you want to edit.
3. Click Make this group private.
   Note: If you convert an existing group to private, you cannot make it public again.
4. Click Save.

Granting agents access to tickets in private groups

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. For custom roles, you can configure them to have access to tickets in private groups.

To edit private ticket access for a role

1. In Admin Center, click People in the sidebar, then select Team > Roles.
2. On the role for which you want to edit access, click the options icon () and select Edit.
3. Under Tickets they can access, make your changes to the ticket permissions.

   

   Agents with Requested by end users in their organizations ticket access can still view private group tickets linked to their organizations.

4. Click Save.