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Who can see what in Ticketing As A Service for Microsoft Teams - Visibility Rules

Updated: 7 days ago

Hi There,


One of the most frequently asked questions we get is, "Who can see what in Ticketing As A Service?" Well, today we are going to break it down for you! We have implemented some basic rules for ticket visibility to maintain confidentiality while promoting efficiency. Let’s dive into the details!


Visibility rules

  • To update the Ticketing owner list, please check this blog post.

  • To update Assignee list, please check this blog post.


Ticketing Owners vs Assignees vs Member: Visibility Rules


The visibility setting that applies to a user depends on their role:

  • A Ticketing Owner always sees every ticket, even if they are also on the Assignee List.

  • A user on the Assignee List follows the Assignee Visibility setting.

  • Everyone else follows the Member Visibility setting.


Beyond that, some tickets are always visible to any user, whatever the setting: tickets they created, tickets they are assigned to, and tickets they are following.


Ticketing Owners

Ticketing Owners have full visibility into all tickets across the instance. This ensures they can oversee workflows, manage assignments, and keep operations running smoothly. If Ticketing Owners are assigned as an assignee, they will not be affected by the assignee visibility and continue to be able to see every tickets.

Ticketing Assignee

For Assignees, visibility depends on the configuration you select:

  • See all tickets – Assignees can view every ticket, including their own, unassigned tickets, and tickets assigned to others.

  • See all tickets within a group – Assignees see every ticket that matches the filter of a group they belong to. If they belong to more than one group, they see the tickets for all of those groups.

  • See tickets assigned to them – Assignees only see tickets directly assigned to them.

  • See tickets assigned to them and unassigned – Assignees see their assigned tickets plus any unassigned tickets.

Note: If you set the list of Assignees to be the same as the Owners list, Assignees will automatically inherit Owner-level visibility (full access), regardless of the Assignee visibility setting.


This flexibility allows organizations to control access based on role and responsibility, ensuring the right people have the right level of visibility without overwhelming users who only need to focus on their own work.


Ticketing Member

For Members, visibility depends on the configuration you select:

  • See all tickets – Members can view every ticket, including their own, unassigned tickets, and tickets assigned to others.

  • See all tickets within a group – Members see every ticket that matches the filter of a group they belong to. If they belong to more than one group, they see the tickets for all of those groups.

  • See only tickets they create – Members can only see tickets they created (as requestor).


Group Visibility

Both Member Visibility and Assignee Visibility can be scoped to a group with the "See all tickets within a group" option. A group is a set of users with a filter that decides which tickets they see, so each person sees only the tickets that match a group they belong to. A group owner also sees every ticket that matches their group's filter.


For how to create groups and set filters, see Group Visibility in Ticketing as a Service.


Followers: Invite Users to Monitor a Ticket


A follower is a special custom field you can create, that would allow regular members to monitor a ticket progress and receive notifications. This is particularly useful when multiple parties are concerned by a ticket or need to be kept informed of its status.



Ticketing Instances: Islands of Their Own


Ticketing instances are entirely independent of each other. Each instance has its own ticketing owners, assignee list, and members. There is no overlap or sharing of ticket information between different instances. This ensures that each department, project, or team can manage its tickets without interference or confusion with others.


Personal Tabulation: Your Ticketing Dashboard


Users can see all the tickets they have access to from the personal tabulation. This makes it easy to track and manage all the tickets you are involved with, whether you are a ticketing owner, an assignee, or a regular ticketing member.



Conclusion


Voila! Those are the basic rules of ticket visibility in our Ticketing App. We designed these rules to maintain confidentiality, ensure efficiency, and keep the user experience as streamlined as possible. With this system, we ensure that the right people have access to the right information at the right time. We hope this makes your ticketing experience even more enjoyable and efficient!


Happy ticketing!


Want to know more? Check this Introduction to Ticketing App.



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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