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Why I am not able to view the ticket that I created?

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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.

Ticket_Access_Scope.png

  1. If you are granted “Group” access for viewing tickets, ensure you are added to the required group for ticket access.
  2. 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.
  3. 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.
  4. If you are a contact (end user), and cannot see the ticket that you created in the customer portal, please refer to this article.

Related Articles

  1. Methods to control permission access for an agent.

  2. How to Manage and Organize The Agents Under Groups or Teams?

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