A support desk’s tickets and customers are visible to the members of that desk — and to no one else. Membership is the whole rule; everything below is just how people become members.
How people become members
It depends on which of the two shapes of desk you have.
Channel-linked desk
Anyone in the Teams channel who opens AB Support joins as an agent. Take someone out of the channel and their access goes with it. No separate invite list to maintain.
Standalone desk
Whoever created it is the owner. Everyone else is invited from the desk’s Settings, in the Members section. Nobody is added by being in any particular channel.
How access works
| Who | What they can see |
|---|---|
| Members of the desk | All of that desk’s tickets, customers, and dashboard — from Teams, Outlook, or the web. |
| Everyone else in your company | Nothing — unless they join the desk by one of the two routes above. |
| 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. |
Within a desk, members hold a role — Owner, Admin or Agent. Roles decide what someone can change, not what they can see: every member sees the desk’s tickets, while only admins can alter its settings.
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.
The rule is simple: access comes from desk membership, and data never crosses from one desk — or one product — to another.