Hello @Dror Belleli
Welcome to Atlassian Community!
When a user has access to Service Desk and they are added to a project, they will be able to view all tickets.
What can be done, in this case, if you are using a Classic project, is to use Issue Security.
This option is not available for Cloud Free, only Standard, and Premium.
Issue security allows you to configure who can see specific issues. This also affects customers, so it's important to configure it correctly so agents and customers see the tickets.
If you have any other questions regarding this matter, please let us know.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
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