Frequently Asked Question

You (CDL team / requester)

You can see tickets that belong to your user account — typically tickets you opened, or tickets where you are the registered Requester.

People on Cc

Contacts added as Cc on a ticket can receive updates and follow the conversation. They are additional collaborators, not a replacement for the primary requester.

Support agents

Assigned agents and authorised support staff can view tickets to work on them. They may also leave internal notes that you will not see.

Who cannot see your tickets

• Other CDL colleagues who are not the requester and not on Cc
• The public internet (tickets are behind the helpdesk login / access rules)

Tips

• Add the right people on Cc when you open or reply, so stakeholders stay informed
• Do not put highly sensitive credentials in the ticket body unless your team’s process requires it and secure handling is agreed