How to Resolve Missing Agent Names or Emails in Assignee Dropdown

If the Assignee dropdown isn’t showing agent names or emails, it’s likely due to insufficient permissions. This typically happens when the “View other agents” permission is disabled for the agent’s role. To fix this, go to Roles & Permissions, select the appropriate role, enable View other agents, and save the changes. This will allow agents to see others in the Assignee dropdown.

1. Go to Admin > Roles and Permissions.
2. Click on the relevant Role Details.
3. Under Permissions, select Profile.
4. Check the View other agents permission.

Behavior Before Enabling the Permission:

• The Assignee dropdown will only display the current agent’s name.

Example – Activity Creation (Before):

Example – Ticket Creation (Before):

Behavior After Enabling the Permission:

• The Assignee dropdown now includes names and emails of all visible agents.

Example – Activity Creation (After):

Example – Ticket Creation (After):