Frequently Asked Question

You — CDL Team / Requester

You can see tickets linked to your account, including tickets you submitted or where you are listed as the Requester.

People on cc

Anyone added in cc can receive ticket updates and follow the conversation. They are included as Collaborators, while the main requester remains unchanged.

Support Agents

Assigned agents and authorised support staff can view the ticket to manage and respond to the request.

Support agents may also add internal notes, which are only visible to the support team.

Who cannot see my tickets?

Tickets are not visible to:

• Other CDL colleagues who are not the requester and are not added in Cc
• The public, as tickets are protected by the helpdesk login and access controls

How can I make sure the right people are included?

Add the relevant stakeholders in cc when opening or replying to a ticket so they can stay updated.

Avoid sharing passwords or other highly sensitive information directly in the ticket unless a secure process has been agreed.