The Tickets Module includes several layers of permission controls so you can manage what your team sees and does with ticket data. These settings are found under Settings > Integrations > ConnectWise > Tickets.
Controlling which fields are visible by role
You can limit access to specific ticket fields based on user role. This lets you control which roles can see sensitive or internal fields versus the basic ticket information.
Service board access controls
Service board access can be restricted by user role, by company assignment, or both. When a user doesn't have access to a board, they won't see tickets from that board or even the board name in menus and filters.
Granting access by user role
Use the checkboxes to control which roles can view tickets from each service board.
Company-based access
You can also restrict ticket access by connecting service boards to specific companies:
Go to Settings > Integrations > ConnectWise > Tickets > Service Boards
Click the building icon in the Company column for any service board
In the Companies popup, you can:
Select "All Companies" to give all Users access to tickets from this board
Add specific companies to limit access to Users assigned to those companies
Remove company access using the X next to each entry
When a board is restricted to specific companies, only users assigned to those companies will see tickets from that board.
Automatic access for new users
New users automatically get access to boards based on their role and company assignment. You don't need to manually add users to boards every time a new team member joins.
Controlling note access by role
You can control who can add and view different types of ticket notes:
Full access: User can view and post notes of that type
Read only: User can only view notes
None: User cannot view or post notes of that type (use this for internal notes when setting permissions for external users)
For presentations and client-facing views, a "Show Internal Notes" toggle is available when viewing a ticket. This defaults to hidden in Display/Presentation mode. Users can still add internal notes even when the toggle is off.
Restricting a user to their own tickets
You can configure individual users so they can only see tickets assigned to their own companies. This is set per user, not globally.
Go to Settings > Users > [Select User] > Modules Settings and enable the "Show Only Own Tickets" checkbox. When enabled, that user will only see tickets associated with companies they are assigned to, regardless of their board or role permissions.
This is useful for external users like client contacts who should only see their own company's tickets, not tickets across your entire client base.
Ticket creation buttons
Different user roles see different options for creating tickets:
Internal Users (Admin, Manager, Editor) see the "Add Ticket in PSA" button, which opens the PSA directly. They also see the "Email Ticket" button when a service email is configured.
External Users (External Editor, External Read Only) do not see the "Add Ticket in PSA" button. They only see the "Email Ticket" button when a service email is configured.