Ticket 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 the Read-Only Permission
- 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.
- 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.
Frequently Asked Questions
1. Can I block other agents from replying to a ticket once it is assigned?
Yes. Disable the permission “Agents can view and edit tickets they have access to without restrictions” in the agent’s role: Admin → Roles and Permissions → Tickets → Permissions. After disabling it, agents can still view tickets they can access, but only the assigned agent can reply or make updates.
2. If agents have global visibility, can they still edit tickets in other departments?
No. With the edit-outside-scope permission disabled, agents can view those tickets (if Ticket Access allows it) but cannot update them unless the ticket is assigned to them.
3. Does this setting prevent agents from editing their own assigned tickets?
No. Agents retain full access to tickets assigned to them.
4. Where do I configure which tickets an agent can see?
Ticket visibility is controlled by the Ticket Access scope configuration. Read-only permissions control what agents can do with tickets they can already access.
5. Do I need to configure anything besides the role permission?
Only if the current Ticket Access scope does not already provide the required visibility. The read-only behavior depends on what tickets the agent can access in the first place.
6. Is this configuration applied per agent or per role?
Per role. Any agent assigned to the modified role will inherit the same read-only behavior.
