ticket visibility difference between users in DevRev
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your communication requirements.\n\nThe visibility and interaction capabilities with a ticket in DevRev are determined by the user's role and how they were added to the email thread.\n\nEnd users\n\n* Original sender\n\n  *Added to:* **Reported by** or **Email members** field.\n\n  *Is able to:* View the ticket on the portal and reply via email.\n* An end user in the same organization\n\n  *Added to:* **To** or **CC** fields in the email thread; **Reported by** field, **Email members** field,
Email | Integrate | Snap-ins | DevRev
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to the ticket via email. They cannot view the ticket on the portal, as they are added to the **Email members** field but not to the **Reported by** field.\n\nEmployees\n\n* With DevRev account (added to email thread)\n\n  *Added to:* **To**, **CC**, or **Email members** field.\n\n  *Is able to:* View the ticket on DevRev, reply via email, and receive in-app notifications. If they make changes to ticket attributes, they remain subscribers.\n* Manually added subscribers\n\n  *Added to:*
Email | Integrate | Snap-ins | DevRev
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with that email or not.\n  + This could also be because your customer hasn't logged in.\n* Customer isn't able to view the tickets they have created.\n\n  + Check if there are any reported tickets by that customer. You can do so by logging into your DevRev app and then going into the tickets section. Here you can filter based on **reported by** and see if any tickets have been reported by the customer who isn't able to view the tickets.\n  + Check if the customer has logged in on the correct
Customer portal | Computer for Support Teams | DevRev
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tickets but also all the tickets raised by the other users from their organization. You can add multiple customer admins from the same customer organization.\n\nOnly verified users can login into the portal.\n\nTo create a verified user:\n\n1. Go to **Accounts** in the DevRev app and create an account.\n2. Create a contact under **Contacts** and link it to the account.\n\n### Set up customer admins\n\nTo set up customer admins, follow these steps:\n\n1. Log in on your DevRev app with your
Customer portal | Computer for Support Teams | DevRev
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or @mentioned in the DevRev app.\n\n  *Is able to:* View the ticket on the portal and reply via email as an email member.\n* A customer admin for the same workspace\n\n  *Added to:* **Customer Admins** group.\n\n  *Is able to:* View the ticket on the portal once their workspace is updated on the ticket.\n* An end user outside original sender's organization\n\n  *Added to:* **To** or **CC** fields in the email thread, or mentioned in the DevRev app (adds them to **CC**).\n\n  *Is able to:* Reply
Email | Integrate | Snap-ins | DevRev
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URL and not on the support portal of some other customer.\n* Customer admin isn't able to see all the tickets of the organization.\n\n  + This could happen if the customer isn't logged in on the correct URL. If the customer is logged in on the correct URL, then check if there are any tickets that are reported by the other customers in that organization or not. Check if the customer is added as a customer admin or not by logging in to your DevRev application.\n* You are not able to add customer
Customer portal | Computer for Support Teams | DevRev
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**Subscribers** field.\n\n  *Is able to:* View the ticket on DevRev and receive in-app notifications.\n* Without DevRev account\n\n  *Added to:* **Email members** field as subscriber.\n\n  *Is able to:* Reply to the ticket via email.\n\nEmail deliverability status\n\nThe sender of an email is able to view the status of an email. Additionally, the sender can view if their email has bounced, along with details about the bounce event.\n\nBelow are the various possible states of an email.\n\n* *In
Email | Integrate | Snap-ins | DevRev
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object ['READ', 'UPDATE']\n* *Ticket Creator:* Contains create privileges on tickets.\n\n  Privileges: ticket object ['CREATE']\n* *RevUser ticket Admin:* Contains privileges on user tickets admins.\n\n  Privileges: ticket object ['READ', 'UPDATE']\n* *RevUser conversation Admin:* Contains privileges on conversation admins.\n\n  Privileges: conversation object ['READ', 'UPDATE']\n\n\xe2\x80\x9cDev Users\xe2\x80\x9d group\n-----------------\n\nGroup for all dev users.\n\n**Privileges:**\n\n*
Default privileges by group | Roles | Computer by DevRev | DevRev
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can configure what access a certain group has, by assigning and revoking roles for a group.\n\n1. To assign/revoke roles for a group, go to [**User Management > Groups**](https://app.devrev.ai/devrev/settings/groups), and click the group in which you want to make changes.\n2. Click the **Privileges** tab and select your target object or category (Support, Build, Grow, Analytics).\n\n**Currently, available targets are:**\n\n* Ticket\n* Issue\n* Opportunity\n* Account\n* Workspaces\n*
Groups | Computer by DevRev | DevRev
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role\n\n1. In [**Settings > User Management > Roles**](https://app.devrev.ai/devrev/settings/user-roles), select **+ Create new**.\n2. Enter the role name and description.\n3. Select an object, such as **Ticket** or **Inbox**, to assign permissions.\n4. To restrict permissions, select **+ Add condition** and create a custom\n   condition.\n5. To apply privileges to all subtypes of the object, select **Apply to all\n   subtypes**.\n6. To configure privileges for specific subtypes:\n   1. In the
Roles | Computer by DevRev | DevRev
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on the following URL: support.devrev.ai/<yourcompany>.\n* Your customers can log in on the portal by entering their registered email address and OTP sent to that email address.\n\n![]()\n\n### Customer roles and permissions\n\nThe customer portal has two levels of customer roles and permissions:\n\n* **Verified customers**: Customers who can log in on the portal and see the tickets that they have created.\n* **Customer admins**: Customers who can log in on the portal and see not just their own
Customer portal | Computer for Support Teams | DevRev
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counterpart in DevRev: Create Issues, Browse Projects, Edit Issues, Delete Issues. These permissions only apply to synced issue subtypes, and are more limiting than the default DevRev permissions which allow all DevUsers to see everything. In the case where the user wants the Jira AirSync permissions to take effect, default policies have to be removed.\n\nAlongside permissions, groups, and project roles that are referenced by the Jira project permission scheme, are imported as well.\n\nDuring
Jira Software AirSync | AirSync | Snap-ins | DevRev
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Create a customer role\n\n1. In [**Settings > Customer Management > Roles**](https://app.devrev.ai/devrev/settings/customer-roles), select **+ Create new**.\n2. Enter the role name and description.\n3. Select an object, such as **Ticket** or **Inbox**, to assign permissions.\n4. To restrict permissions, select **+ Add condition** and create a custom\n   condition.\n5. To apply privileges to all subtypes of the object, select **Apply to all\n   subtypes**.\n6. To configure privileges for
Roles | Computer by DevRev | DevRev
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support tickets on behalf of customers\xe2\x80\x94without granting customers access to these tickets. This feature enables internal collaboration while keeping the ticket invisible to the customer until explicitly made external.\n\nEven if a ticket contains customer-related information (such as the customer workspace or the **Reported by** field), it remains inaccessible to the customer unless it is explicitly converted into an external ticket. The **Customer Messages** tab is unavailable for
Tickets | Computer for Support Teams | DevRev
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Internal Tickets to manage customer-related tickets without exposing them to the customer. This allows your team to collaborate privately before choosing to share the ticket externally.\n\n**Key Capabilities:**\n\n* **Private by Default:** Internal tickets remain hidden from customers, even if customer fields are included.\n* **Controlled Visibility:** Convert to an external ticket when you\xe2\x80\x99re ready to share. This action is permanent.\n* **Simplified Creation:** Select **Create
July 2025 | Changelog | DevRev
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Credits Manager:* Contains workspace commerce admin privileges for credit request objects.\n\n  Privileges: credit object ['CREATE', 'READ', 'UPDATE']\n* *DevOrg Commerce Admin RevOrgCommerceDetails Creator:* Contains workspace commerce admin privileges for revOrgCommerceDetails objects.\n\n  Privileges: revo\\_config object ['READ', 'UPDATE']\n* *Ticket Interactor:* Contains privileges on tickets for default group 'Support'.\n\n  Privileges: ticket object ['CREATE', 'READ', 'UPDATE',
Default privileges by group | Roles | Computer by DevRev | DevRev
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of the work object |\n| `visibility` | enum |  | The visibility of the object. If \xe2\x80\x98internal\xe2\x80\x99, the object is visible within the Dev organization. If \xe2\x80\x98external\xe2\x80\x99, it is visible to both the Dev organization and Rev users. If not set, the default visibility is \xe2\x80\x98external\xe2\x80\x99. |\n\n#### Enum values\n\n**channels**\n\n| Value | Name | Description |\n| --- | --- | --- |\n| `email` | - | - |\n| `plug` | - | - |\n| `slack` | - | -
Supported DevRev object types | DevRev | Docs
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page\n\nIntroduction\n------------\n\nIn this tutorial, you\xe2\x80\x99ll learn how to send restricted visibility messages on the timeline of an object by using the `timeline-entries-create` API. These messages are only visible to the specific users you give access to.\n\nThe [timeline entries](/api-reference/timeline-entries/create) API is used to create discussions (comments) on the timeline of an object such as a ticket or issue. These messages can be sent by users or by a bot.\nYou can use
Restricted messages on a timeline | DevRev | Docs
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Privileges: ticket object ['READ']\n* *Group Reader:* Contains read privileges on all groups.\n\n  Privileges: group object ['READ']\n* *Conversation Creator:* Contains privileges for creating conversation\n\n  Privileges: conversation object ['CREATE']\n* *Conversation Participator Rev User:* Contains privileges on conversations rev user participators (members of conversation).\n\n  Privileges: conversation object ['READ', 'UPDATE']\n* *Ticket Creator:* Contains create privileges on
Default privileges by group | Roles | Computer by DevRev | DevRev
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entry in the `shared_with` collection contains two key components:\n\n* `member_id`: Identifies which user or group is being granted access.\n* `role`: Specifies the permission level (for example, \xe2\x80\x9cviewer\xe2\x80\x9d, \xe2\x80\x9ceditor\xe2\x80\x9d, \xe2\x80\x9cowner\xe2\x80\x9d). DevRev offers a set of predefined roles.\n\n### Member types\n\nThe `member_id` field can reference three different types of objects:\n\n* Individual users (`#record:users`)\n* Standard groups
Permissions | DevRev | Docs