Group Visibility in Ticketing as a Service
- Marc (TeamsWork)
- Feb 2
- 3 min read
Updated: Feb 4
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.
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.
Example Use Case
To see how Group Visibility works in practice, consider a support team that operates across multiple office locations.
Megan is the Ticketing Owner and oversees support operations for all locations. The team is split into two regional support groups:
New York Support Team: Alex and Allan
San Francisco Support Team: Adele and Diego
Each group is responsible for handling tickets related to their own office.
Use Case 1: Ticket Visibility Within a Single Team
Alex is a member of the New York Team. Alex created a ticket with a New York Team tag. With this setup:
Allan can see the ticket
Adele and Diego, who belong to the San Francisco Team, cannot see the ticket
This ensures that tickets stay visible only within the relevant team.
Use Case 2: User Belonging to Multiple Groups
Megan, the manager, creates a new ticket and applies the San Francisco Team tag. With this setup:
Adele and Diego can see the ticket as members of the San Francisco Team
Alex and Allan, who belong to the New York Team, cannot see the ticket
Megan can see all tickets created for San Francisco Team or New York Team
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 is in both 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.
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