A support desk’s tickets and customers are visible to the people in its Teams channel who’ve opened AB Support — and to no one else. Access follows the channel, not a separate invite list.
Each desk’s data is walled off from every other desk — and from the other AB products. AB Support keeps its own tickets and customers; AB Projects and AB Sales can’t read them, and they can’t read yours. Separate but family.
How access works
| Who | What they can see |
|---|---|
| Members of the desk | All of that desk’s tickets, customers, and dashboard. These are the channel members who’ve opened AB Support. |
| Everyone else in your company | Nothing — unless they’re in the channel and open the app. |
| Another desk / another AB product | Nothing. Data is scoped to the single desk it belongs to. |
| Your customers | Only their own conversation, in the channel they used — never the agent side, never other customers. |
If you run more than one desk
Each desk is its own island: its own tickets, its own customers, its own members. Someone on Desk A doesn’t see Desk B unless they’re a member of both. That’s what lets one company run, say, a product-support desk and a billing desk without the two mixing.
To give someone access, add them to the Teams channel and have them open AB Support — they become a desk member and can be assigned tickets. See assigning tickets.
The rule is simple: access comes from being in the channel, and data never crosses from one desk — or one product — to another.