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Ticket Permissions

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About Ticket Permissions

Ticket permissions allow for a more granular control of who has view and editing access over certain tickets. When specifying groups of users with access to certain tickets, you can add users manually or set up an automatic enrollment to make ongoing user changes easy to incorporate into your ticketing framework.

Example: Ticket groups control what actions users can take on tickets owned by their group members. For example, you may want all employees at a store to be able to view, but not edit, all tickets owned by their coworkers. However, you want the store manager to be able to edit tickets as needed, even if they’re not the owner of those tickets.
Qtip: Ticket groups are a great alternative to ticket teams. With ticket groups, each member of a group owns their individual tickets, but other members of the group will be able to view and edit the tickets depending on their permissions. This is different from ticket teams, in which users are placed into teams and then ticket ownership is assigned to the entire team. Unlike in ticket teams, however, users will not be notified when they are added to a ticket group.

Creating Ticket Groups Manually

Qtip: Only Brand Administrators, CX Administrators, and any user with the Manage CX Users or Ticket Admin user admin permission enabled can create and edit these groups.
  1. Go to the ticketing Follow-Up page.
  2. Click Tools.
    Ticket follow-up page, tools menu expanded on right
  3. Select Manage Permissions.
  4. Click Create.
    Create button upper-left
  5. Select Create ticket group.
  6. Enter a name for the group.
    Create ticket group window

    Qtip: We’re naming our ticket groups after all the store locations where the tickets could have been raised.
  7. Click Save.

Adding Users to Ticket Groups

Once you’ve created your ticket groups, it’s time to add users to them. You can manually add users, or you can set up automatic enrollment so that as users who fit a certain condition are uploaded, they are automatically added to groups.

Creating Ticket Groups by Uploading a File

You can upload a CSV or TSV file to create your ticket groups. While uploading the file, you can also use automatic group enrollment to automatically grant the relevant ticketing permissions to the desired users in your license.

Qtip: You can also use this feature to update existing groups. Just make sure that the Name column in your file contains the names of the groups you want to update.

Preparing a file for upload

Before creating your ticket groups, you need to create the file you will upload into Qualtrics. Your file should include the following:

  • The first column of your file should be called Name and contain the names of your ticket groups. If your account language is not English, then you should enter the translated word for “Name” as the column header (e.g., for Spanish, you’d enter “Nombre”). If you download the sample CSV file available in the upload window, the sample file will contain the correct column header. You cannot have multiple ticket groups with the same name.
  • You may then add additional columns containing attributes for the groups, if desired. If you include attribute columns, every group in the file must have a value for the attributes. These attributes are used to automatically assign users to ticket groups based on their user attributes.
  • After creating your file, save it as either a UTF-8 encoded CSV, or a TSV.
Qtip: You may have up to 500 groups and 10 attributes in one file upload.
Example: Below is an example CSV file. We have four different groups and two different attributes (Department and Region) for the groups.
an example file with group names and two attributes

Creating Ticket Groups via CSV/TSV upload.

  1. Navigate to the ticket follow-up page.
  2. Click Tools.
    selecting manage permissions from the tools menu
  3. Select Manage permissions.
  4. Click Create.
    choosing upload csv in the create menu

    Qtip: If you don’t yet have any groups, the page will look a bit different than above. You can click the Upload CSV button to begin uploading your ticket groups.
    the upload csv button
  5. Select Upload CSV.
  6. Click Choose file and select the file on your computer.
    the choose file button for uploading a csv

    Qtip: If you need help formatting your file, click Download a sample CSV to download an example file format. If you are running into trouble uploading your file, see CSV/TSV Upload Issues.
  7. Click Next.
  8. A preview window will appear for verifying your groups. Only one of your uploaded groups will appear in the review window. Review the group and attributes to make sure you’re importing all the information you’d like. If you need to make changes to your file, click Back and then upload a new file.
    reviewing an example of one of the groups
  9. Click Next.
  10. If desired, click Add automatic role enrollment next to a role to automatically add users to the role based on user attributes. This is optional.
    the add automatic role enrollment button
  11. Select the user attribute to base the enrollment on.
    creating a condition to add users to the group
  12. Choose what value is used for the condition. Your options include:
    • Text value: Type the desired value for the user attribute.
      Example: In this example, we want to enroll users who have the attribute Office equal to Provo.
      adding a user t a role based on their user attributes
    • Ticket Group: Choose a ticket group attribute that should match the user’s attribute value.
      Example: In this example, we want to enroll users who have the attribute Department equal to the ticket group’s Department. In our example upload file, Group 1 had a Department value equal to Engineering, so users with that as their Department user attribute would be assigned this role in Group 1.
      creating a condition to add a user when their department matches' the group's
  13. Determine the user attribute value for adding users to the role.
    Qtip: Use the any/all filter to determine how conditions are evaluated. You can add extra conditions and condition sets for more complex logic by clicking the three dots next to an existing condition. Visit the linked pages for more information on building complex logic.adding new conditions
  14. Click Save.
  15. When finished setting up automatic role enrollment, click Next.
    clicking next when adding automatic role enrollment
  16. Review the information to make sure everything is correct before importing.reviewing the upload
  17. Click Upload.
Qtip: Your groups will be created after uploading your file. The total time to create the groups may vary depending on the number of groups and users being auto-enrolled. You will receive an email when the upload is complete. If you try to upload another file while your current file is being processed, you will receive the below error message.the error that a new upload cannot be done since tickets are still processing
Attention: Roles created when your account is in one language are separate from roles created when your account is in another language. For example, let’s say your account is in Spanish, and you add users to the edit role (“Editar”). If you change your account to English and try adding users to the edit role, you will have two roles: Editar and Edit.

Types of Ticket Permissions

Ticket group opened so you can see permissions to right

For every ticket group you create, there’s 2 levels of access, or “roles,” users can be a part of:

  • Edit: Edit all tickets in the group. This includes changing assignments, status, ticket group, and priority; adding comments and sub-tickets; sending emails; and performing other actions on the ticket that the ticket owner can perform.
    Dropdowns on ticket are not grayed out

    Qtip: Only Brand Administrators, CX Administrators, and any user with the Manage CX Users or Ticket Admin user admin permission enabled can delete tickets.
  • View: The user can view all information on the ticket, but they cannot make any changes. That means they cannot change the ticket assignment, status, group, or priority; add comments or sub-tickets; send emails; nor perform any other actions the ticket owner can perform.
    Various fields on ticket are grayed out
Example: Each of the employees at the Dublin store should have visibility into each other’s tickets, but should not be able to re-assign or change the priority of tickets that do not belong to them; we’d give these team members View access to the Dublin ticket group. However, the manager and team lead in the Dublin store definitely need to be able to re-assign or add comments to tickets; we’d give them Edit access to the Dublin group.

Adding Users to Groups Manually

  1. Select the group you want to add users to.
    Group selected left, role selected middle, users added on right
  2. Select the level of access you want to give.
  3. Click Add users.
  4. Click Search for an individual.
    New window opens
  5. Type in the name or username.
  6. Click the user you want to add.
  7. Add more users as needed.
    Users listed on window; save button bottom-right
  8. Click Save.

Automatic Group Enrollment

Whenever CX users are added with the User Admin tab of any Dashboards project in the brand, you can include user attributes. These are additional columns of information that can be used to refine user data and permissions. In this case, user attributes can be used to assign  users to ticket groups so it’s faster and easier to add users in bulk.

Automatic group enrollment adds current users to ticket groups at the time that you set up the enrollment. Newly created users will be automatically added to your ticket groups within a few minutes after their accounts are created.

Attention: In order for automatic group enrollment to recognize attributes, make sure that your attributes do not include any spaces (e.g., The attribute “Dublin Office” will not be eligible for automatic group enrollment, whereas “DUB” will be successful).
  1. Select the group you want to add users to.
    Shows the layout of the manage permissions page
  2. Select the level of access you want to give.
  3. Next to Automatic role enrollment, click Add automatic role enrollment. Note: if enrollment is already set up, this line will read “Enrollment is active.”
  4. Click Add Condition.
    New window
  5. Click New Condition.
    Building a condition
  6. Select a user attribute from the dropdown.
  7. Select Equal to.
  8. Type in a value that matches the metadata field of the users you would like to be assigned to the ticket group.
    Example: You are creating a ticket group for the customer service team in the Dublin airport. You want all users with an Airport of DUB to be put into this ticket group.
    Attention: The attribute UniqueID is a reserved field and cannot be used for Automatic Role Enrollment.
  9. If there’s an additional attribute you’d like to add, click New Condition and add the value.
    More condition building

    Example: To differentiate between people who should have Editing or View access, we decided to make an attribute called Access Level. To enroll a user in the editing group for Dublin tickets, their Access Level must be equal to Edit.
  10. Determine whether any or all of the conditions must be met.
    • Any: Users can meet either one or the other condition. This option is for when you’ve loaded two or more attributes with similar values. In our screenshot, we have either Airport and Region to narrow down whether the user works at our Dublin location.
    • All: User must meet all conditions. This option is for when you’re loaded two or more attributes that must all be met before a user can be added to the group. For example, if you had an attribute for location and for level of access.
  11. Click Done Editing.
  12. Click Save.
Qtip: Upon saving the automation, it will also add all existing users that match the criteria to the role immediately.

Automatic Enrollment with SSO

If your organization has Single Sign-On (SSO) set up, you can use it to automatically assign users to ticket groups.

Set up On Your End

Your IT team is responsible for establishing your company’s SSO. On your end, you and your team need to create an attribute you’ll use to assign roles.

For ease of use, you might call this attribute ticket group. For each user, you could set the value of this attribute equal to the name of the group they should be assigned to. So if your colleague is supposed to be able to edit tickets for the Dublin office, his ticket group attribute should be equal to Edit Dublin. A colleague who is supposed to only view Dublin tickets would have a ticket group attribute equal to View Dublin.

Information for Qualtrics

Once this attribute is established on your end, send the name of the attribute to Qualtrics Support. (Be sure to mention it’s for the SSO team!) You don’t need to include the possible values, just the exact spelling of the attribute’s name.

Ticket Group Setup

Once Qualtrics has this information, you can make the necessary changes in ticket groups that will ensure the automatic enrollment.

Condition that says Ticket Group is equal to Edit Dublin

Specifying Groups Upon Ticket Creation

When creating tickets in Workflows, make sure to specify the group the ticket should be added to.

Qtip: If no group is selected, or if the group is invalid (e.g., a misspelled value), the ticket will be moved to the unassigned group.

When assigning ticket group, you can choose from a list of ticket groups, or you can pipe the value from a survey question, embedded data field, or contact information. The value of any field you pipe in must exactly match the name of the ticket group you want to add your tickets to.

Field labeled ticket group in the ticket task creation window

Deleting Ticket Groups

You can delete a ticket group and move all tickets in that group to a different group.

  1. Navigate to the ticket follow-up page.
  2. Click Tools.
    selecting manage permissions from the tools menu
  3. Select Manage Permissions.
  4. Click the three dots next to the ticket group you want to delete.
    selecting the delete option for a group
  5. Select Delete.
  6. Choose a ticket group to move the existing tickets to.
    selecting a ticket group to move the tickets to

    Qtip: Tickets must be moved to another group. They cannot be deleted, or moved to the “Unassigned” group.
  7. Click Next.
  8. Click Delete. Please note that once you delete a ticket group, it is permanently deleted.
    the delete button
Qtip: Your group will be deleted and the tickets reassigned after clicking delete. The total time to delete groups may vary depending on the number of tickets. You will receive an email when the deletion is complete. If you try to delete another group while your current one is being deleted, you will receive the below error message.
the error that a new upload cannot be done since tickets are still processing

Sorting Existing Tickets into Groups

Existing tickets can be manually assigned to a group using the Ticket Group dropdown.

In a ticket, dropdown for ticket group

On the follow-up page, you can filter by ticket group for easier sorting.

Ticket group dropdown upper-left of follow up page

Qtip: If tickets are in the unassigned category, and you do not have the ability to change their group, reach out to a Brand Administrator or a CX Administrator to get them sorted.

How Users View Tickets from Groups

Regardless of whether they are assigned to you, you can find tickets from groups you belong to using the Ticket Groups dropdown.

Ticket group dropdown upper-left of follow up page

Qtip: Only groups you belong to will appear in the dropdown. The exceptions are users who are Brand Administrators, CX Administrators, and anyone with the Manage CX Users or Ticket Admin user admin permission, who will be able to view and edit all ticket groups.

You can also find these tickets when adjusting Owner to Anyone.

Owner in upper-right of follow-up page

FAQs