Understanding Ticket View Settings

In CloudRadial, users can see the support tickets that they submit (and those that are synced by the PSA) via the Support > Support Tickets tab in the feature set menus.

However, CloudRadial Partners have control over even more nuanced controls of what these end users see with their tickets. Specifically, Partner can control the following through these options:

• The visibility settings of the user tickets (personal, site, or company-wide)
• The status filters of user tickets
• The board/queue/team filters of user tickets  

As an example, these settings can allow a user to be elevated to see more than just their own tickets, but perhaps be limited to seeing only tickets with a certain status on a certain board/queue/team. This enables MSP Partners to curate co-managed situations, as well as various other special cases, to further enhance the value that the portal delivers to users.

• Keep in mind that these settings will override any ticket restriction settings - even ones set at the company level. 

This article explains how to curate views for users so that Partners can set up a focused, relevant, and customized view of a user's visible tickets.

• Where to Set Ticket View Settings
• Understanding Ticket Setting Options
• Ticket Status and Board Overrides

Where to Set Ticket View Settings

Please Note: As of the May 2025 update to CloudRadial roles and role assignments, Ticket View Settings were moved from within Security Roles to individual user properties. 

Ticket View Settings are a property that is defined at the user level. To modify a specific user's ticket views, you must first find and access that user's settings. You can do this from either:

• The Usage > Users area within a specific company where that user is found
  
  OR
  
  
• (Recommended) The Partner > Clients > Users (tab) grid. This is preferred because it allows you to search across all of the available users without needing to access a specific company.

Once you find the specific user you wish to modify, you can select them and then select their Ticket Settings tab to modify their ticket view(s).

Understanding Ticket Setting Options

You have a total of three options to set for Visible Tickets. The details are as follows:

• Personal - Users with this ticket view setting will only be able to see their personal tickets. This is determined by matching the PSA key to the contact on the ticket in your PSA.
  
  
• Site - Users with this ticket view setting will be able to see all tickets associated with their site or location in the PSA.
  • Note: Autotask Ticket Visibility Site setting applies to Child Companies only and not locations assigned to the parent organization.
    
    
• Company - Users with this ticket view setting option will be able to see all tickets associated with that organization. No PSA key is required. 

Once you set the user's visible ticket settings, they will need to refresh their view to see the appropriate tickets. 

Ticket Status and Board Overrides

In addition to the specific level of tickets that a user can see, you can further refine their view by defining Status and Board overrides. 

• Ticket Status Overrides - For the specific user, limit the visibility of tickets to tickets with only the specific statuses that you enter into this field.
• If left blank, it will take your default system settings established via Partner > Settings > PSA.
• Ticket Board Overrides - For the specific user, limit the visibility of tickets to only the specific boards/queues/teams that you enter into this field.
• If left blank, it will take your default system settings established via Partner > Settings > PSA.