Why I am not able to view the ticket that I created?
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 assigned to a group to which you do not belong or the ticket may have been assigned to another agent.
The following are the three available access scopes that can be configured for an agent.
- If you have the “Global” ticket access scope, you can view all the tickets.
- If you have the “Group” ticket access scope, you can view and access only the tickets that are assigned to your group and the tickets assigned to you.
- If you have the “Restricted” ticket access scope, you can only view tickets assigned to you.
To ensure your ticket access scope, Go to Admin > Agents > Edit agent > Ticket Access Scope. Refer to the following screenshot.
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 this article.
- 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.
