Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes, and it is a reasonable arrangement for an internal service desk alongside customer support: one tool, one set of licences, one place to administer. It needs deliberate separation, or colleagues read each other's HR cases.
What do private ticket groups hide?
HR work goes in a private ticket group. A private ticket shows a lock icon and cannot be viewed or searched by an agent without permission: search does not even resolve the ticket number for them. Ordinary group separation does not achieve that.
What it does not do is hide the tickets from everybody. Admins and team leaders see tickets in private groups by default, and a custom role can be granted the same access. So the boundary is only as tight as your list of admins and team leaders, and that list is part of the design rather than an afterthought.
Decide who holds those roles before you put HR cases in the account, and review it when people change jobs.
What else has to be separate?
Brands. Each side gets its own address, help centre and request forms. An employee raising a grievance should not be met with your customer support portal.
Routing, tested in both directions. Send a real HR request and confirm it reaches only HR; send a customer ticket and confirm it does not reach them.
Reporting and retention. HR figures should not appear on a support dashboard, and employment records often carry different obligations.
HR tickets contain grievances, health information and matters concerning named colleagues. Somebody from customer support reading one is a serious incident rather than an inconvenience, which is why the separation has to be structural and not a convention. Decide it with HR rather than for them, and ask us if you want help setting it up.
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