By default, a support ticket is visible only to its creator (submitter) and the operators assigned to the queue. However, in some cases it can be useful to let a colleague follow a ticket or participate in the conversation. This is managed through the Share Visibility feature, available to operators.
How Shared Visibility Works
An operator can grant two types of shared access to another internal user:
| Access Type | What the added user (or queues) can see |
|---|---|
| Author View | The user sees the ticket exactly as the original submitter does: the conversation thread, status updates, and any public replies. They can also reply to the ticket. |
| Operator View | In addition to the above, the user can also see Internal Notes — private messages between operators that are never visible to regular users. |
You can also share the ticket with a while support Queue.
Watchers
Separately from shared visibility, any operator can click Start Watching on a ticket to subscribe to all notifications without taking active ownership. Watchers receive alerts for every reply and status change but do not appear in the assignment.
Requesting Shared Access
As an end user, if you need a colleague to be able to see and participate in your ticket (for example, if someone else will be providing information to the operator), contact the operator handling your ticket via the reply thread and ask them to add the colleague via Share Visibility > Author View.
