top of page

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

Updated: Oct 19, 2023

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!



Ticketing Owners and Assignees: The All-Seeing Eyes


The ticketing owners and the users listed in the assignee list have the privilege of seeing all the tickets in the ticketing instance. This is essential for managing and delegating tasks efficiently and ensuring that all tickets are attended to promptly. These users have the responsibility of managing tickets, assigning them to the right personnel, and ensuring their resolution.


Regular Ticketing Members: A Personalized View


Regular ticketing members, on the other hand, will only have visibility of the tickets they have submitted. This is to maintain confidentiality and to keep the ticketing system user-friendly and uncluttered for these users. They can submit tickets, track their progress, and communicate with the support team or assignees directly on their tickets.


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.

Comments


bottom of page