Why Agents Cannot See Tickets They Created in BoldDesk
In certain situations, you (an agent) may not be able to see the tickets that you created in the agent portal. This is due to the ticket access scope assigned to you. After you created a ticket, it may have been assigned to a group to which you do not belong, or the ticket may have been assigned to another agent.
Ticket Access Scopes in BoldDesk
BoldDesk provides three ticket access scopes for agents:
| Access Scope | Visibility Details |
|---|---|
| Global | View all tickets across the system. |
| Group | View tickets assigned to your group and tickets assigned directly to you. |
| Restricted | View only tickets assigned to you. |
How to Check Your Access Scope:
-
Navigate to: Admin → Agents → Edit Agent → Ticket Access Scope.
When an Agent Creates a Ticket for Another Agent
If an agent with Restricted or Group access creates a ticket for another agent, they won’t automatically have visibility of that ticket. To ensure visibility:
- Use the “Share Ticket” option to grant access.
- Add the agent as a CC on the ticket — they can then view it under the “Tickets I’m CC’d on” tab in the Customer Portal.
- Alternatively, assign the ticket back to the creator if appropriate.
These steps are necessary because, by default, agents without Global access can’t view tickets outside their scope, even if they are the ones who created them.
Visibility in the Customer Portal for Agents
If an agent creates a ticket for themselves, and does not have global access:
- The ticket won’t appear in the agent portal.
- It will appear in the customer portal if it is public.
If the ticket is private, it won’t be visible anywhere unless explicitly shared or assigned.
- If you are granted “Group” access for viewing tickets, ensure you are added to the required group for ticket access.
- If you are an agent with restricted access scope and have created a public ticket that you don’t have access to, the ticket will be visible in the customer portal.
- If you are an agent with restricted access scope and have created a private ticket that you don’t have access to, the ticket will not be visible to you in both the agent portal and customer portal.
- If you are a contact (end user) and cannot see the ticket that you created in the customer portal, please refer to Unable to Find Ticket in Customer Portal.
- If you lack Global access and the ticket is either public or private, you can use the ‘Share Ticket’ option to grant the agent who created the ticket access to it.
Troubleshooting the Ticket Visibility Error Message
If the ticket exists and you have access to all brands as the account owner and you are still getting the error “The ticket does not exist or you do not have the permission to perform this action”, it is due to access scope. Access scope overrides the roles and therefore you require permission to view the particular ticket. To resolve this error, your ticket access scope must be changed to global, allowing you to view all tickets.
Please be aware that you cannot modify your own access permissions. Therefore, you must contact another agent with the Admin permissions to manage agents to make this change for you.
Frequently Asked Questions (FAQs)
Q1: Why can’t I see a ticket I created?
A: Your access scope may restrict visibility. Check if you have Global, Group, or Restricted access.
Q2: How do I share a ticket with another agent?
A: Use the Share Ticket option or add them as CC.
Q3: Can I change my own access scope?
A: No. Contact an Admin agent to update your permissions.
