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.

Agents without Global Ticket Access cannot view all tickets by default—including unassigned tickets. However, BoldDesk provides a secure and structured way to grant visibility using the Share Ticket feature.

Understanding Ticket Access in BoldDesk

Access Scope in Agent Profile
Navigate to:
Admin → Users & Permissions → Agents → [Select Agent]
Each agent is assigned a Ticket Access Scope:

• Global Access: View all tickets across the system
• Group Access: View tickets assigned to their groups
• Assigned Only: View only their assigned tickets

Agents without Global Access cannot see:

• Unassigned tickets
• Tickets outside their assigned groups

What Are Unassigned Tickets?

Unassigned tickets are those not yet linked to:

• Any Agent
• Any Group

These tickets remain hidden from agents with restricted access unless explicitly shared.

Solution: Use the “Share Ticket” Feature

The Share Ticket feature enables agents or admins to grant visibility to specific tickets without changing access scope.
Key Benefits

• Maintain strict access control

• Provide selective visibility

• Enable collaboration without permission changes

  

For detailed steps, learn more about How to Share a Ticket in BoldDesk.

Where Shared Tickets Appear

Agents can find shared tickets in:

• Tickets → Shared with Me
• Tickets → Shared with My Groups
• Home Dashboard Widgets

This ensures visibility without modifying their access scope.

Practical Use Cases

1. Escalation Without Full Access
   A support agent shares a ticket with a higher-level group without granting global visibility.
2. Cross-Team Collaboration
   A ticket is shared with another group for input while maintaining ownership.
3. Supervisory Review
   A team lead reviews specific tickets without needing expanded access scope.
4. Handling Unassigned Tickets
   Admins share unassigned tickets with selected agents for quick action.

Frequently Asked Questions

1. Can agents without Global Access view all unassigned tickets?
   No. Only agents with Global Ticket Access can view all unassigned tickets. Others must rely on ticket sharing.

2. Where can agents find tickets shared with them?
   Agents can access shared tickets under:

   • Tickets → Shared with Me
   • Tickets → Shared with My Groups
   • Dashboard widgets

3. Can sharing a ticket change its ownership or assignment?
   No. Sharing does not modify assignment. It only grants visibility to the selected agents or groups.

4. Can access scope override shared ticket permissions?
   No. Shared tickets are visible regardless of access scope restrictions, but only for the specific tickets shared.

5. Does BoldDesk support temporary access expiration for shared tickets?
   No. BoldDesk does not currently provide a built-in option to automatically expire shared ticket access.

Related Articles

1. How to Share a Ticket
2. Agent Access Management