Standard Features > Ticketing > Visibility of Tickets

The visibility of tickets and their associated objects (emails, tasks, etc.) is restricted so that only the members of the group responsible for the ticket can see them.

The visibility is inherited. This means that if a ticket is assigned to a parent group, it will also be visible to members of child groups.

The exception to this are users with the "Administration - Full" permission, who can see all tickets.

By individually organizing the user groups and assigning the users, the administrator can set which users are allowed to see which tickets.

Details on this are described in the chapter System Administration --> Areas of administration --> Master data --> User groups.