Helpdesk scope

Not every agent should see every ticket. The Xelynx helpdesk limits ticket visibility in two independent layers: an automatic owner-strict scope based on which customers belong to you, and a per-user helpdesk scope you set on each staff account. This shapes what appears in both the ticket dashboard and the Jobs Board.

Owner-strict customer scope

The tickets area is shared between the main CRM and the reseller portal, so it always filters tickets to the viewer's own customers. As direct ISP staff you see tickets for your own subscribers only; a reseller signed into their portal sees only their own customers' tickets. The same rule applies to who can be picked as an assignee — you can only assign your own staff. This scoping is applied everywhere, including when bulk-clearing jobs from the board.

Per-user helpdesk scope

Each staff account carries a helpdesk scope with three possible values:

• Global — the default. The user sees all tickets within their customer scope, with no group restriction.
• Group — the user only sees tickets belonging to their assigned helpdesk group (Technical, Billing, Sales or General). The dashboard's group filter is locked to that group and the page title notes it, for example "(Technical Group)".
• Restricted — the user has no ticket access at all and sees a message to contact their administrator.

CRM vs reseller viewers

The Global / Group / Restricted setting applies to CRM staff accounts. Reseller-portal users are governed purely by the owner-strict customer scope — they are always limited to their own customers and staff, regardless of helpdesk groups. The same scoping carries across the web CRM, the NMS bridge and the mobile app, so an agent sees a consistent set of tickets everywhere they sign in.