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.
If an agent cannot see tickets despite having the necessary ticket scope and assignment, verify that the agent also possesses access to the associated brand. Brand access is essential; without it, assigned tickets will not be visible to the agent, even when all other permissions are properly set.
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 Ticket Visibility Across Brands in the 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.
Troubleshooting (agent cannot see a created ticket)
- Confirm Ticket Access Scope
- Path: Admin → Agents → Edit Agent → Ticket Access Scope
- Identify whether the agent is Global, Group, or Restricted.
- Confirm ticket assignment
- Check whether the ticket is assigned to:
- a different agent, or
- a group the agent is not a member of
-
Confirm group membership (Group scope only)
If Ticket Access Scope is Group, confirm the agent is a member of the group to which the ticket is assigned. -
Confirm Brand access
Ensure the agent has access to the ticket’s Brand. Without Brand access, the ticket is not visible even if assignment and scope match. -
Use Share Ticket when Global is not available
If Global scope is not granted, use Share Ticket to give the creating agent access to the specific ticket.
Frequently Asked Questions
-
Why can’t an agent see a ticket the agent created?
Because Ticket Access Scope can restrict visibility when the ticket is assigned to another agent or to a group the agent is not in. Brand access can also block visibility. -
How does an agent confirm which Ticket Access Scope is assigned?
Go to Admin → Agents → Edit Agent → Ticket Access Scope. -
Can an agent change the agent’s own Ticket Access Scope?
No. An admin agent with permission to manage agents must change it. -
How can an agent ensure visibility when creating a ticket for another agent?
Use Share Ticket, add the creating agent as CC, or reassign the ticket back to the creator (when appropriate). -
Why can’t an agent see an assigned ticket even when scope seems correct?
The agent may not have access to the ticket’s Brand. Brand access is required for ticket visibility. -
Where can a restricted-scope agent see a public ticket the agent created but cannot access in the Agent Portal?
The ticket can appear in the Customer Portal if the ticket is Public. -
What happens when a restricted-scope agent creates a private ticket that is outside scope?
The private ticket is not visible to the agent in either the Agent Portal or the Customer Portal unless shared or assigned within scope.
