Structuring Ticket Access with Group Visibility
Hi everyone, quick check for those using Ticketing as a Service, have you reviewed how your visibility settings are currently set up?
With the new Group Visibility feature, ticket access can now be defined per group using flexible rules. Let’s go through the main things to check.
Tip 1: Make sure the Ticketing Owner configures visibility properly
Only the Ticketing Owner can create and manage groups, define visibility filters, and configure Member Visibility and Assignee Visibility. Keep these settings centralized.
Tip 2: Define clear group structure before adding filters
When creating a group, set the group name, assign owners and members, and determine the visibility filter carefully. Groups actively control which tickets appear.
Tip 3: Build visibility filters intentionally
Use ticket status, tags, and logical conditions to define what each group should see. Only tickets that match the filter criteria will appear to that group.
Tip 4: Review multi-group membership
Since users can belong to more than one group within the same instance, double-check how that affects overall ticket visibility.
Because visibility is driven by filter logic, keep your ticket tags and status structure consistent before configuring groups.
That’s the overview for Group Visibility in Ticketing as a Service. Have you reviewed your current group configuration? Have you checked whether your filters reflect how your teams actually operate?