The Visibility Settings in the Helpdesk module allow Admins to control which employees can view and raise tickets under specific categories. This ensures that only relevant teams or individuals have access to categories that pertain to them, avoiding confusion and maintaining data privacy.
For example:
- Only Finance employees should raise tickets under “Payroll Queries”
- Only IT Department staff should access the “System Access Requests” category
When and Where to Configure Visibility
Visibility settings are defined during the process of:
- Creating a new category
- Editing an existing category
To access:
- Navigate to: Helpdesk -> Manage Category
- Click Add Category or Edit an existing one
- Scroll to the Visibility section near the bottom
Visibility Configuration Options
Admins can restrict category visibility using one or more of the following filters:
Department-Based Visibility
- Select one or more departments (e.g., HR, IT, Sales)
- Only employees mapped to these departments in their profiles can see and raise tickets under this category
Use Case:
“Recruitment Support” category should be visible only to the HR Department
Location-Based Visibility
- Choose one or more office locations (e.g., Mumbai, New York, Remote)
- Helps regional HR/Admin teams manage location-specific issues
Use Case:
“Office Maintenance – Mumbai” category should be available only to Mumbai-based employees
Business Unit (BU)-Based Visibility
- Useful in large organizations with multiple business divisions
- Select specific business units to restrict access
Use Case:
“Client Support Tickets” visible only to the BPO Division
Important Notes
- Multi-Criteria Application: You can combine filters. Example: Only Finance Department employees from Hyderabad location can access a particular category.
- Default Behavior: If no visibility rules are set, the category is visible to all employees by default.
- Dynamic Syncing: Changes in an employee’s department, location, or BU will affect their visibility immediately.
Employee View
Once visibility is configured:
- Only the categories assigned to an employee’s profile context (department, BU, location) will be visible when they go to Raise a Ticket
- Hidden categories will not appear in the dropdown at all, ensuring a clean and relevant UI
Best Practices
- Always apply visibility settings for department-specific or confidential categories
- Review visibility settings periodically during restructuring or role updates
- Combine with document and SLA configurations for tighter access and resolution controls
📌Summary
Visibility controls help ensure:
- Only relevant users can access and submit tickets to a category
- Less confusion and clutter in ticket-raising
- Enhanced data privacy and departmental ownership