A viewer is a person who has been given access to one specific ticket, whatever projects they belong to. Sharing is how you bring a colleague from another project, or a second person at the client, into one conversation without changing project membership. Every share is explicit, confirmed, recorded in the timeline, and announced by email.
Before you start
Anyone who can see the ticket can share it, but with whom depends on your role:
| Your role | Whom you may add as viewer |
|---|---|
| Owner, Admin | Any workspace user; client users whose client is the billing client or a collaborating client of the ticket's project |
| Member, Project manager, on the ticket's project | Same as Owner and Admin |
| Any workspace user, on an Inbox ticket | Workspace users only |
| Member not on the project (a viewer yourself) | Nobody |
| Elevated or regular client user | Users of your own client only |
Who may remove a viewer:
| Your role | Whom you may remove |
|---|---|
| Owner, Admin | Anyone except the reporter |
| Member or Project manager on the project; any workspace user on an Inbox ticket | Anyone except the reporter |
| Everyone else | Only viewers you added yourself, never the reporter |
The reporter is always a viewer and can never be removed.
Steps
From the Details rail:
- Open the ticket. The Viewers row lists everyone who has explicit access; the reporter is marked Reporter.
- Choose a person under Add a viewer… and select Add.
- A confirmation appears: "Share this ticket with one person?" naming the person, with "They become viewers: they will see the ticket and every Shared comment on it, and they are told by email." Select Share.
From a comment: mention the person in the composer and post the comment. If they would gain access, the same confirmation appears before the comment is sent. See Comment on a ticket.
To remove a viewer, select the cross next to their name (Remove Kari Nordmann as viewer).
Rules
- Viewer versus project membership. Project membership grants access to every ticket on the project and, for workspace users, the right to edit, assign, change state, and log time. A viewer grant covers one ticket and grants reading and commenting only. A viewer can neither edit the ticket, be assigned it (unless they qualify anyway), route or move it, nor log time on it. A share is not a way to elevate a client user or to add someone to a project; see Manage project members.
- What a viewer reads. The ticket, and the comment audiences their own role allows: a workspace user reads Shared, Internal, and Staff; an elevated client user reads Internal only on projects they are elevated on; a regular client user reads Shared only.
- The visibility preview. The composer's "Visible to: 3 workspace users, 1 person at Acme" line and the share confirmation are computed from the same rules as reading, so what they say is what will happen.
- Every grant is explicit. Even a person who already sees the ticket through their project is confirmed as a new viewer when mentioned, because the grant outlives a project move or a change of billing client.
- Timeline and email. Adding a viewer records "shared the ticket with Kari Nordmann"; removing records "removed Kari Nordmann as viewer". The new viewer receives a mention email, even if their preference is "Mentions and assignments only".
- Watching. Tickets you view without being their assignee or reporter appear under Watching in My work. The Viewer filter in the Tickets list (Me or a person) finds them too.
- Client users share within their client. A client user can share a ticket with another user of the same client, never with anyone else. An Owner, Admin, or project member can share a ticket with a client user only if that client is on the project; sharing a ticket with an unrelated client is refused.
- Losing membership. Removing someone from the workspace or from a client removes their viewer grants.
- API. Adding and removing viewers is a browser operation; API tokens cannot call these endpoints. A token can still share by mentioning people in
POST /api/w/{slug}/tickets/{ref}/comments(mentions), subject to the same rules. See session-only operations.
Examples
A consultant on the Acme project wants a designer from another project to read one ticket. She adds the designer as a viewer; he reads every audience because he is a workspace user, and the ticket appears under his Watching.
A client user reported a ticket and wants a colleague at the same client to follow it. She mentions the colleague in a Shared comment, confirms Share, and the colleague receives the ticket by email.
Common problems
- "You cannot share this ticket with that person." The person is outside what your role may share with: a client user of another client, a workspace user when you are a client user, or a client user whose client is not on this project.
- "The reporter can never be removed." The reporter keeps access for as long as the ticket exists.
- "You cannot remove this viewer." Only project members, Owners, and Admins remove viewers added by others.
- The person I want is not in the list. Client users only see people of their own client. Workspace users see every workspace user and the client users of clients attached to the project.