Creating private ticket groups and granting access

Two things to know before you start: making a group private cannot be undone, and private does not mean invisible to everyone outside the group.

Two things to know before you start. Selecting Make it private cannot be undone, and converting an existing group is equally irreversible: you cannot make it public again. And private does not mean invisible to everyone outside the group.

Create one

1. Create the group and select Make it private, knowing that choice is permanent.
2. Add only the people who should see this work.
3. Set up routing so the right tickets arrive.
4. Build a view for the members.
5. Test in both directions, using the list below to know what a correct result looks like.

Admins, and agents in a custom role with the permission, can do this.

Who can still see the tickets

So test with an ordinary agent outside the group, not with your own admin account. Testing as an admin and seeing the ticket proves nothing, and concluding the group is not private is the wrong lesson to take from it.

One caveat that surprises people

If an agent is also the requester of a ticket in a private group, they cannot open it in the Agent Workspace. They have to use email or the help centre instead.

Route into it deliberately

These tickets usually arrive on a dedicated address or form. Get that routing right, because a sensitive ticket landing in the general queue first has already been seen by the wrong people.

And decide how a ticket leaves. Something will arrive here that does not belong. Agree who can move it out and where it goes, before it happens with a customer waiting.

See also

• Private ticket groups
• Managing groups and memberships
• Creating groups