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If you have tickets that may contain sensitive information, use visibility groups to restrict who can see a set of tickets. You can configure visibility groups to populate automatically from a filter, manually, or both. Tickets within a visibility group are not generally visible. They are visible to members of the group, and to anyone who normally has access (e.g. assignee, requester).
Filter-based visibility groups evaluate tickets when they’re created or updated, so existing matching tickets aren’t pulled in retroactively. Use “Recheck existing tickets” to apply the current filters to every existing ticket on this team, or add a visibility group from an individual ticket.

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Adding a visibility group

Managers of a team can create visibility groups, configure group settings, and add members who can view tickets within the group. To create a visibility group:
  1. Go to Settings -> Ticketing -> Ticket Visibility.
  2. Click + Visibility group in the top right.
  3. Give the group a name, and optionally a description.
  4. Select Manual assignment only, Ticket matches filter (and specify the filter), or All tickets on this team (and specify the team).
  5. Add members to the group.