A guest is a person from outside your organization, such as a contractor, a vendor’s engineer or a customer’s own team, who works on specific tickets with you. A guest sees and works on the tickets you share with them, and the alerts, investigations and pull requests those tickets link. They see nothing else of the organization: no other page, record or tool, and in Slack only the thread of a shared ticket.
Guests use no seat. Your plan sets how many guests you can have: none on Free, 50 on Pro, 250 on Business and no limit on Enterprise. The count is by person across the organization family, and Subscription shows the usage.
Invite a guest
Org admins invite guests. Open Users under Administration, click the Guests tab and fill in Invite a guest:
- Email is required. An address with no account gets one, unconfirmed until the person sets a password from the emailed link. The email names your organization and says the person will see only the tickets shared with them. An address that already has an account gets the guest access and a short notice.
- End date is optional. Access ends at the end of that day (UTC). A date that has passed is refused. Invite an existing guest again to change the date.
- Note for the invitation is optional, up to 1,000 characters. A longer note is refused, not cut. It appears in the invitation email and is not stored.
The invitation is refused, with the reason on the page, for an address that belongs to a member of your organization (change their role instead), for a platform administrator’s address, for an existing account whose address nobody has proved they own, and when your plan’s guest limit is reached.
Each row of the Guests tab shows the guest’s name and email, the end date (or No end date, and Expired once it has passed), how many tickets are shared with them, who invited them and when they joined. A row offers Change end date, Make member with the role to give, and Remove guest. On the Directory tab, a member’s row offers Make guest. That is refused for yourself, for the organization’s last admin, for a platform administrator, and when your plan’s guest limit is reached.
Share a ticket
Any member can share a ticket with a guest of the organization. A viewer cannot.
- On the ticket page, open the Guests panel, pick the guest under Share with and click Share. End share ends it.
- Or assign the guest to the ticket, in the assignee picker on the ticket page or in the new card dialog on the board. Guests are listed after the members and marked “(guest)”. Assigning shares the ticket. Unassigning does not end the share, because ending a share is its own step.
A board card with a live share carries Shared with a guest, on the organization board and on the aggregate board. The Guests panel lists the live shares by name, with who shared the ticket and when.
What a guest sees
- Shared with me. The tickets shared with them in the active organization, with key, title, column, assignees and last update. A guest of two organizations switches between them with the organization switcher.
- The ticket. Title, description, comments (a guest’s carry a Guest badge), attachments and the activity feed, with assignees, reporter, priority, labels and team read-only. It links the ticket’s alerts, investigations and pull requests, its GitHub pull requests, and other tickets that share one of those records and are also shared with the guest.
- Linked records. The alert, investigation or pull request pages are read-only and open only when a ticket shared with the guest links that exact record. An investigation shows its findings, the evidence they cite and the full timeline with every step’s tool output. None of these pages links to anything else of the organization.
- Account. Name, timezone, password, browser sessions and, where your organization has a Slack workspace, Sign in with Slack to link their Slack account.
A guest does not see secret notes, approvals, reminders, the tracker mirror, the Users page or any ticket not shared with them.
A guest sees the name and email address of the members of your organization. The people on a
ticket are shown by name, and the mention picker lists every member with their email address.
Invite a guest only where that is acceptable.
What a guest can do
On a shared ticket only, a guest can comment with attachments, move the card between the board’s columns, and edit the title and description. Every write is checked against a live share at the moment it is made, not only when the page opened.
A guest cannot reassign, label, prioritize, archive or delete a ticket, set reminders or approvals, dispatch fixes, or ask the assistant for anything: @sre-agent in a guest’s comment does nothing.
Mention. A guest can mention any member of the organization, the same people a member’s picker offers, and the other guests who have a live share of the same ticket. Type @ in the comment box to list them by name and email. The person is told as for any mention, and the mention is drawn as a name chip on the ticket. A guest cannot mention a guest whose share of that ticket has ended or who was never given it, or a person of another organization. That address stays as typed and notifies nobody, because the person could not open the ticket.
Slack. A guest who linked their Slack account can do two things in Slack, both only on a ticket shared with them:
- Reply in the ticket’s Slack thread. The reply is stored as a comment on the ticket, marked as a guest’s.
- Use the Move to select that every line the platform posts into a ticket’s thread carries, to move the card between columns. Members can use it too, and a viewer is told their role is too low.
Everything else in Slack answers a guest with “Guests can only work on tickets shared with them.”: slash commands, alert buttons, approvals, runbook buttons, modals, shortcuts, mentions of the bot, direct messages and reactions. When a guest comments on the web, the comment is also echoed into the ticket’s Slack threads under the name “name (guest)”. A link the platform posts in Slack stays a member link. A guest who follows it lands on the guest page when the record is shared with them and on “not found” otherwise.
The API, MCP and the mobile app refuse a guest. Every page outside the guest pages, the account page, the organization switcher and sign out sends a guest back to Shared with me.
Email and Slack notifications
A guest gets the same card emails a member does, for the tickets shared with them and nothing else: a comment, a move to Done or Blocked, an archive or a restore on a ticket they are on (assigned, opened or commented on), a mention, and an assignment. The links open the guest pages, and a comment link lands on the comment. The emails name the person who acted and say the ticket is shared with the guest. To stop them, ask the person who shared the ticket to end the share. After a share ends, the next comment on that ticket mails the members and not the guest. Approvals and reminders are for members and never reach a guest.
A guest’s Slack direct messages work the same way when their Slack account is linked and their notification setting is left on automatic.
End access
- Remove guest ends the guest’s membership and every share. When it was the person’s only organization, every browser and mobile session is signed out. Otherwise their sessions stay for their other organizations.
- Make member gives the guest a role and keeps the shares as ordinary participation. It needs a free seat.
- Make guest, on the Directory tab, puts a member behind the guest pages at once, with no shares.
- End share on a ticket ends one share.
Ending a share or removing a guest takes effect at once: the guest’s open pages close, and the next page they open leaves them on their list. Nothing a guest wrote is removed, and it keeps its Guest badge even if they later become a member.
End dates and warnings
When an end date passes, the guest cannot act or open anything from that second. A job that runs every day at 02:20 UTC then ends the guest as if you had removed them: the membership goes, every share ends, and the sessions are signed out when this was their only organization. An open page closes the next time it would update or refresh its attachment links, within ten minutes. Their comments stay.
A week ahead, each org admin with a confirmed address gets one email per organization that lists the guests whose access ends within seven days, with the day and a link to the Guests tab to change the date. A guest is warned once per end date: a date you change is warned about again, and one you leave is not warned about twice. If the email cannot be sent, it is tried again the next day.
An expired guest counts against your limit again when you invite them again or give them a new end date, a member you make a guest takes a place too, and at the limit each of these is refused.
Shares end after a ticket closes
A share ends on its own 30 days after the later of two moments: when its ticket closed, and when the ticket was shared with the guest. A ticket is closed when it is in Done or archived, and the close counts from the newest move to Done or from the archive date. A ticket shared a few days ago therefore keeps its share for 30 days from the day it was shared, however long the ticket has been closed. A ticket moved back out of Done keeps its shares, and so does one that closed 29 days ago. A guest with the ticket open is sent back to their list.
Audit log
Every invite, share, ended share, end date change, role change, removal and expiry is written to the audit log: guest.invited, ticket.guest_shared, ticket.guest_share_ended, guest.end_date_changed, guest.role_changed, guest.removed, guest.expired and guest.expiry_warned. The first six carry the person who acted. The last two, and the shares the daily job ends, carry none.
