Global access with read-only permissions
In BoldDesk, you can configure global access with read-only permissions to allow agents to view all tickets across the system without being able to make changes to those outside their assigned scope. This setup is helpful for teams that need visibility across departments while maintaining control over who can edit ticket details.
How It Works
When you grant read-only access using the ticket permission settings:
Agents can view all tickets in the system based on the defined Ticket Access scope.
They can only edit tickets assigned to them.
Tickets outside their assigned scope remain read-only, meaning agents can see the content but cannot update or modify them.
How to Configure
Go to the Admin module.
Navigate to Users & Permissions > Roles & Permissions.
Select the role you want to modify.
In the Tickets module, disable the permission that allows editing tickets outside the assigned scope.
5. Save the changes.
By disabling this specific permission, agents under the selected role will have read-only access to tickets not assigned to them, while retaining full access to tickets they are responsible for.
