What does 'ticket visibility' mean in Zendesk?

'Ticket visibility' in Zendesk pertains specifically to who can see and access a ticket. This is critical for ensuring that only certain users or groups have the ability to view or respond to tickets based on their roles and permissions within the system. Visibility settings can be adjusted to protect sensitive information, ensuring that only relevant team members or agents can interact with or even view specific tickets. This feature allows you to maintain privacy and control over ticket discussions, especially in cases involving confidential or sensitive customer information.

Focusing on the other options, the speed of ticket processing, the resolution time, and the open or closed status of a ticket do not relate to visibility, which is fundamentally about access and permissions rather than the performance or status of the ticket itself. Understanding ticket visibility is vital for managing customer support effectively, ensuring that the right people have access to the right information at the right time.