How to Allow Agents Without Global Access Scope to Access Unassigned Tickets
In BoldDesk, ticket visibility is controlled by brand access and access scope permissions assigned to agents in their profile. This control ensures agents only access tickets they are permitted to. To know more about ticket brand access, read this brand access section and for ticket access scope, read the ticket access section.
Unassigned tickets are the tickets that are not yet assigned to any group or an agent. These tickets will not be visible to the agents who have a restricted or group ticket access scope. With these access permissions, they can only view the tickets assigned to them and to their groups. However, they can be given access to unassigned tickets by directly sharing them.
Only the agents with the Global Ticket Access scope can view all the tickets in the system, including unassigned tickets.
How to Share tickets
The Share Ticket feature allows agents to share a tickets with other agents and groups.
To know how to share tickets, read this article
Agents will access the shared tickets from the Shared with Me or Shared with My Groups views on the ticket’s module and home dashboard.
