Viewer

A viewer is a person explicitly given access to one ticket; mentioning someone makes them a viewer, and the reporter is always one.

Written for
user, admin, integration-developer
Roles
Requires
Feature
tickets

A viewer is a person who has been given access to one ticket, regardless of project membership. Sharing a ticket is an explicit act: you add a viewer on the ticket page, or you mention someone in a comment, which is the same thing and asks you to confirm. The share is recorded on the timeline and the new viewer is told by email. Viewers appear under Watching in My work.

How it relates to other concepts

  • A viewer sees the ticket and the comment audiences their role allows: a regular client user still reads only Shared comments; a workspace user reads everything.
  • The reporter is always a viewer. The reporter is never removed, not even by an Owner.
  • Viewers are among the candidates for notifications on the ticket.
  • Viewers travel with the ticket when it is moved to another project.

Rules

  • Who may add a viewer: an Owner or Admin may add any workspace user, or a client user whose client bills through or collaborates on the project. A workspace Member needs to be a full project member and may add the same set; on an Inbox ticket any workspace user may add workspace users. A client user may share only with people of their own client.
  • Who may remove a viewer: an Owner or Admin, a full project member, any workspace user on an Inbox ticket, and otherwise only the person who added that viewer.
  • Each grant and removal is a timeline event ("shared the ticket with", "removed as viewer").
  • A mention that cannot be granted ("You cannot share this ticket with {name}") stops the whole comment.
  • Viewer access is per ticket. It does not extend to other tickets on the project or to time, notes, or rates.

Example

A consultant on retail-shop mentions a colleague from another project in an Internal comment. The colleague becomes a viewer, gets the email, and can follow that one ticket without joining the project.

  • Share a ticket with viewers Give one person access to one ticket by adding them as a viewer or mentioning them, who may share with whom, and what a viewer can and cannot do.
  • Comment on a ticket Write comments with the right audience, mention people to share the ticket, attach files, and know who is told by email.
  • My work The My work page lists the open tickets assigned to you, due soon, reported by you, and shared with you, for workspace users and client users alike.
  • Comment audience Every comment and attachment has an audience, Shared, Internal, or Staff, that decides who can read it and whether it may leave the workspace by email.