Question

How to разграничить visibility of tickets between groups, departments, and services?

Answer

The daily work of teams can be divided using filters and views: for different roles, lists of tickets with the necessary sets of groups and selection criteria are configured. This way, each team works with its own queue.

At the same time, agents do not have a strict restriction on viewing tickets of other groups. Filter settings organize working lists and views, but do not prohibit an agent from viewing tickets of other groups.

Details: User Rights and Roles · Filter Management · Custom Groups and Views