Helpdesk Ticket Watcher Access
Helpdesk projects and teams control which tickets a Helpdesk agent can access. By default, when tickets are transferred between projects, agents who previously worked on the tickets lose access if they are not a member of the new project.
With watcher ticket access settings, admins can allow watchers on a ticket to continue to have access to the ticket even if they are not part of a team with access to project.
How to change Watcher Ticket Access Settings
From Helpdesk project settings pages, admins can define project level permissions for ticket watchers. Go to Settings > Project > Project Name, and change the setting title "Watchers" in the first section. The setting options include:
- Must be added to the project - Agent watchers on the ticket have No access to the ticket unless they are part of a team with access to the project. (i.e. default settings)
- View only - Agent watchers on the ticket can view (not edit) the Helpdesk ticket, even without being on a team assigned to the project.
- Edit access - Agent watchers on the ticket can edit the Helpdesk ticket, even without being on a team assigned to the project.