Possible queries:


Resolution Path:


I want my agents to see the tickets that are assigned to them and hide the other tickets. Is that possible?


Yes, this is possible. The customer can navigate to the respective agent's profile under Admin>Team>Agents and click on the Edit option next to the agent's profile. There will be a section called Scope on the page where they are redirected and they can choose the Restricted scope and save the changes.


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By assigning this scope, the agent can see only the tickets that are assigned to them and they will see a banner stating that they don't have sufficient permissions to view other tickets that are not under their name.


I want to give my agents read-only access to groups they are not a part of and write access to their groups. How can I achieve this?


The customer can achieve this by navigating to the agent's profile under Admin>Team>Agents and clicking on the Edit option next to the agent's profile. There will be a section called Scope on the page where they are redirected and they can choose the Assigned to their group scope.


  • Under the "Choose groups where agent can edit tickets" section, they can add the group names where the agents can edit i.e. add a reply, change ticket properties, etc.,
  • Under the "Choose groups where agent can only view tickets" section, they can add the group names where the agents can have read-only access. By giving this access, the agents can

             -> Access a read-only version of the ticket conversation, including ticket properties.

             -> Add a private note and notify other agents. 

             -> Print the ticket

             -> Create a child ticket

             -> Create a service task

             -> Send a broadcast message if it's a tracker ticket

             -> Use Freshconnect to initiate messages from the tickets to collaborators.


Once this is done, they can save the changes.


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One of my admins is able to see only the tickets under their groups. How can they see all the tickets created in the Helpdesk system?


The customer can navigate to the respective agent's profile under Admin>Team>Agents and click on the Edit option next to the agent's profile. There will be a section called Scope on the page where they are redirected and they can choose the Global access scope and save the changes.


Adding a screenshot for reference: