1. Checkbox
  2. Knowledge Base
  3. Matter Management
  4. Managing Matters

Collaborators

Overview

Collaborators lets an attorney (or other editor) invite additional people into a specific matter so they can participate with the right level of access.

A matter can have two collaborator roles:

  • Editor 🎫 (requires agent seat permissions): Can manage collaborators and has broader permissions in the matter.
  • Contributor 👤 (no agent seat required): Can participate in the matter with more limited permissions.

When to use Collaborators

Use Collaborators when someone needs to be involved in a particular matter, but should not necessarily be a member of the entire board.

Common examples:

  • A requester wants to loop in their manager for visibility or approvals.
  • An attorney adds Finance to confirm a contract value.
  • An attorney pulls in another attorney for a quick review.

How collaborators are added

Collaborators can be added either actively (manually by a user) or passively (automatically by the system based on how the matter is created/updated).

Actively added (manual)

Add a collaborator from the matter

  1. Open the matter.
  2. Open the Collaborators panel (avatars / “+ Collaborator”).
  3. Search for the person.
  4. Select their role (Editor or Contributor) where applicable.
  5. Click Add.

Notes:

  • Only users in your organization’s directory can be added.
  • In general, Editors 🎫 can add/edit/remove collaborators.

Passively added (automatic)

Depending on how a matter is created and how people interact with it, the system can automatically add collaborators.

Email intake

  • The requester is automatically added as a Contributor 👤.
  • People included on the email (To/Cc) may be added as Contributors 👤 if they are in the directory.
  • When an assignee is set via email intake behavior, they are added as an Editor 🎫.

Comments and @mentions

  • If a collaborator @mentions someone in a comment, the tagged person is added as a Contributor 👤 after the comment is posted.
  • If the tagged person is a board member, they may be added as an Editor 🎫.
  • If an internal comment tags an agent, the tagged agent is added as an Editor 🎫.

Slack intake

  • The assignee is set as a collaborator Editor 🎫.
  • People participating in the Slack message chain are added as Contributors 👤.

Workflow intake / AIA escalation

  • The requester is typically added as a Contributor 👤.
  • The user who initiates an AIA conversation that is escalated to a matter is added as a Contributor 👤.

How to change a collaborator’s role

Reminder that only users with agent permissions can have their role permission changed.

  1. Open the matter.
  2. Open the Collaborators panel.
  3. Find the person.
  4. Change their role (Editor ↔ Contributor), if your permissions allow it.

How to remove a collaborator

  1. Open the matter.
  2. Open the Collaborators panel.
  3. Find the person.
  4. Select Remove.

What happens when you remove someone:

  • They will no longer be able to access the matter or its resources.
  • The matter is removed from their requester portal / accessible list.
  • If they try to open a direct link, they’ll see a “no permission” page.

Requester Portal access (for non-requester collaborators)

Non-requester collaborators (typically Contributors 👤) access requests via the Requester Portal and will see the Requester View.

  • How to access: Open the Requester Portal (e.g. /app/ticketing/portal) and select the request from the list.
  • What requests show up:
    • Requests where you are the Requester.
    • Requests where you have been added as a Collaborator (even if you’re not the requester).
  • What you’ll see (Requester View): a limited, requester-safe view (not the full agent/board view).
    • You’ll only see fields explicitly exposed to requesters/collaborators, plus the request status/progress.
    • You’ll only see communications/files you were explicitly involved in (e.g., you were on the email thread, participated in the Slack thread, or were @mentioned).

 

Troubleshooting

  • I can’t find a person to add: Collaborators can only be added if the person exists in your user directory.
  • Someone can still access the matter after removal: If they are a board member, board membership may still grant them access regardless of collaborator status.