Ticket Access

Ticket visibility in the Agent UI and reports is scoped by role:

Role	Ticket Visibility
MSP Administrator (Tenant Admin)	All tickets, across all Customers
Customer Executive	All tickets belonging to their own Customer
Customer User	Only their own tickets
Ticket User	Can submit tickets
Bot User	Can submit tickets (typically automated/bot accounts)

Tickets are also routed through the Service Teams and Queues enabled for their associated Customer — only the queues enabled for a given Customer are available on the Agent UI for that Customer's tickets.

Service Teams page under Org Administration listing teams with Owners, Default Queue, Queue Managers, and Members