About private ticket groups

On Enterprise plans, admins can designate a group as private. This means that agents outside the group generally can’t access tickets assigned to it, although agents may be grantedpermission to view private tickets. While an agent outside the group can assign a public ticket to a private group or a member of a private group, the ticket is made private as a result. Additionally, an agent working on a private ticket is prevented from openingside conversationswith team members outside the private group.


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Summary: ◀▼
You can designate groups as private to restrict ticket access to group members only, with exceptions based on agent roles. Private tickets show a lock icon and can't be viewed or searched by unauthorized agents. Tickets retain CCs and followers when reassigned between public and private groups. Private groups limit side conversations and have some restrictions on triggers, automations, and macros availability.





Location: Admin Center > People > Team >
Groups

On Enterprise plans, admins can designate a group as private. This means that agents
outside the group generally can’t access tickets assigned to it, although agents may be
granted permission to view private tickets. While an
agent outside the group can assign a public ticket to a private group or a member of a
private group, the ticket is made private as a result. Additionally, an agent working on
a private ticket is prevented from opening side conversations with team members outside the private
group.
This article contains the following sections:


Essential facts for private ticket groups
Limitations of private ticket groups


To learn how to set up private groups, see Creating private ticket groups and granting agents
access.


Essential facts for private ticket groups

We've distilled some essential facts for you about private ticket groups.
To learn how to set up a private group or convert a public group to private, see
Creating private ticket groups and granting
agents access.

When creating a group, you have the option
to designate the group as private. It cannot be converted to public.
You can convert an existing public group to private, but it can’t be
converted back to public.
Tickets in private groups have a private tag with a lock icon
( ) as part of the ticket status tag and a lock icon
next to the assigned group's name. In views, the lock icon appears next to the
ticket status for each private ticket in the list.
Access to tickets, including tickets in private groups, is set at the role level. Among native agent roles, Admins and Team
Leaders can see tickets in private groups by default. Custom roles can be
configured to have access to tickets in private groups. See Granting agents access to tickets in private
groups.
A private ticket can’t be viewed or searched for by agents who don’t
have access to it.
Agents can @mention team members outside of
private groups, which adds them to the ticket as a follower or CC, depending on
your account settings.
If a ticket is reassigned from a public group to a private one, CCs
and followers are kept on the ticket and continue to be able to see it.
If a ticket is reassigned from a private group to a public one, the
ticket becomes visible to public groups.
Tickets in private groups are still included in reports run for all
tickets.
Tickets that aren't assigned to a group are treated as if they're in a public
group.
Admins can configure the visibility of internal
comments on tickets an agent requested, regardless of the ticket
group assignment. If you restrict agents in your account from seeing internal
notes and agent-only fields, they will only be able to access tickets they've requested as an
end user.




Limitations of private ticket groups



The status of a group as private or public isn't available as a
trigger or automation condition. (Group | is / is not | Private /
Public)


Macros can’t yet be made available to all private groups similar to
the way they can be made available to all agent groups.


When a side conversation ticket is
assigned to a private group, it is visible to members who don't belong to
the group.




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