Plan requirement
| Subscription | Suite Enterprise or higher, Support Enterprise |
| Access | Admin |
Groups whose tickets are hidden from other agents. For genuinely sensitive work, and easy to overuse.
What they do
Tickets in a private group are visible only to its members, regardless of what other agents' access would otherwise allow. Even agents set to see all tickets do not see these; they show a lock icon and cannot be opened or searched.
There is one way in: an agent explicitly added as a CC or follower can see that ticket. So the boundary can be opened one ticket at a time by anybody inside the group.
What they are for
- HR and employee matters, where colleagues must not read each other's cases.
- Legal or regulatory work with restricted handling.
- Security incidents during investigation.
- Executive escalations, where discretion is part of the handling.
Making an existing group private cannot be undone. A group converted to private stays private; there is no way back to public. Where you are unsure, create a new private group rather than converting one that works.
The cost
Nobody outside can help. No colleague picking it up when the owner is away, no team lead looking over the queue, no easy reassignment.
That isolation is the feature, and it is also why a private group used for ordinary work becomes a place tickets get stuck.
It reaches further than the queue: an agent working a private ticket cannot open a side conversation with anybody outside the group. Consulting a colleague in finance or engineering, the ordinary way of getting an answer, is not available on these tickets.
Reporting is affected too
People who cannot see the tickets generally cannot report on them. Where the work needs to appear in a management figure, that has to be arranged deliberately.
Use them narrowly
One or two, for categories of work that genuinely warrant it. A private group per team is not a security posture; it is a way to make collaboration hard and coverage worse.
Agree the cover arrangement first
Who works these when the usual person is away, and how a ticket gets out of the group if it turns out not to belong there.
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