Group Visibility in Ticketing as a Service
- Marc (TeamsWork)
- 2. Feb.
- 4 Min. Lesezeit
Aktualisiert: 14. Aug.
Group Visibility in Ticketing as a Service gives you control over who can see and work on tickets. Instead of a single, noisy ticket list, tickets are shown only to the teams meant to handle them.
This setting applies per Ticketing instance, and within one instance you can create multiple groups, each with its own visibility scope. Ticket visibility can be restricted per group and defined using flexible rules that determine which tickets appear to which teams.
Configure Group Visibility Settings
Group Visibility settings can only be accessed and configured by the Ticketing Owner. The Ticketing Owner is responsible for creating and managing groups, defining visibility filters, and configuring both Member Visibility and Assignee Visibility. Centralizing these settings helps keep visibility rules consistent and prevents unintended access changes.
Groups only take effect once visibility is set to use them. In the Member's Visibility tab, set Member Visibility or Assignee Visibility to "See all tickets within a group." With this option selected, each user sees the tickets that match the filter of the groups they belong to. Member and assignee visibility are configured separately, so you can turn on group-based visibility for members, assignees, or both.
Adding a Group
Groups in Ticketing as a Service represent both people and tickets. When creating a group, the Ticketing Owner defines the group name, group owners, group members, and a visibility filter. Groups actively control which tickets appear for members, rather than acting as static user lists.
Multiple groups can be created within a single instance, and users may be included in more than one group.
Visibility Filters
Each group includes a visibility filter that determines which tickets are visible to the group. Filters can be based on ticket status, ticket tags, and logical conditions. Multiple criteria can be combined to narrow or expand the group’s ticket scope. Only tickets that meet the defined filter conditions appear to group members.
How Settings Decide What a Group Member Sees
Some tickets are always visible to a user, whatever the visibility setting:
Tickets they created
Tickets they are assigned to
Tickets they are following
A Ticketing Owner always sees every ticket in the instance.
What each person sees depends on the visibility setting for their role: a regular member follows Member Visibility, an assignee follows Assignee Visibility.
For example, say Alex and Megan are both in the same group. Member Visibility is set to "See tickets they create" and Assignee Visibility to "See all tickets within a group." Alex, a regular member, only sees tickets he created. Megan, an assignee, sees every ticket in the group. Same group, different views.
Example Use Case
To see how Group Visibility works in practice, consider a support team that operates across multiple office locations.
A support team handles tickets for two offices. Two groups are set up, each with its own tag filter:
New York group: filter is the New York tag. Members: Alex (assignee) and Allan (member).
San Francisco group: filter is the San Francisco tag. Members: Adele (assignee) and Diego (member).
Megan is the Group Owner of both groups, so she sees every ticket that matches either group's filter.
Visibility for this instance is set as:
Member Visibility: See all tickets within a group
Assignee Visibility: See all tickets within a group
With both settings using "See all tickets within a group," each person sees the tickets that match the filter of the group they belong to.
Each group is responsible for handling tickets related to their own office.
Use Case 1: Ticket Visibility Within a Single Team
Alex, on the New York group, created a ticket with the New York tag. With this setup:
Allan can see the ticket
Adele and Diego, who belong to the San Francisco group, cannot see the ticket
This ensures that tickets stay visible only within the relevant team.
Use Case 2: User Belonging to Multiple Groups
Megan, who owns both groups, creates a new ticket and applies the San Francisco tag. With this setup:
Adele and Diego can see the ticket as members of the San Francisco group
Alex and Allan, who belong to the New York group, cannot see the ticket
Megan can see all tickets created for San Francisco group or New York group
This allows managers to create and route tickets directly to the appropriate team using tags, without exposing the ticket to unrelated teams.
Megan can see all tickets because she owns both groups, and a group owner sees every ticket that matches the group's filter.
Use Case 3: When Members Only See Their Own Tickets
Now suppose Member Visibility is changed to "See tickets they create," while Assignee Visibility stays on "See all tickets within a group."
Alex creates a ticket with the New York tag. With this setup:
Alex, an assignee in the New York group, still sees every ticket that matches the group's filter.
Allan, a regular member of the same group, now only sees tickets he created, so he cannot see Alex's ticket.
Group membership alone does not grant visibility. Allan sees the group's tickets only when Member Visibility is set to "See all tickets within a group."
Final Notes
Group Visibility in Ticketing as a Service is designed to help teams manage tickets efficiently without unnecessary complexity.
By configuring Member Visibility, Assignee Visibility, and group-based visibility filters, the Ticketing Owner can ensure tickets are visible to the right people at the right time, supporting scalable and focused ticket operations.
TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM as a Service, Ticketing as a Service and Checklist as a Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.