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Agents can control which ticket categories are visible to contacts who have the “Ticket Visibility” permission within a contact group. This allows contacts to view tickets raised by other members of their group, while restricting access to specific categories when required.
For example, there could be categories related to HR, Finance, Insurance and so on, that are confidential to a contact. In such cases, category-level controls can be used to ensure that sensitive tickets (for example, HR or Finance) are not visible to other contacts, even if they have the Ticket Visibility permission enabled.
Who can perform this action?
Any agent with Manage Contact Groups permission can configure category visibility for contacts who have the “Ticket Visibility” permission within a contact group.
Step to associate categories to contacts with Ticket Visibility Permission
- Goto Contacts > Contact Groups.
- Navigate to the required Contact Group.
-
Enable the Ticket Visibility toggle for the required contact. The Category Association field will be enabled.
- Select the required Category Association option based on how you want to control visibility.
A) All associated Categories
Displays all public categories along with any private categories explicitly associated with the contact group. Public categories are automatically available to all contact groups.
B) Selected categories
Allows agents to choose specific categories from the set of categories associated with the contact group. Only the selected categories will be visible to contacts.
5. Based on the selected option, configure the required categories and click Save. The configured category association will be reflected in the Category Association field. 6. The number of categories associated will be displayed in the Category Association field.
Note: Legacy Behaviour
All categories is a legacy option from an earlier category visibility model and is only present in accounts created before 15th April 2026. It is not supported for newer accounts.
When present, it displays all categories without restriction, regardless of their association with the contact group. This does not align with the current category association controls and is not recommended for use.
