Possible queries:


Resolution Path:


1. I am receiving the "Ticket is either not there or you don't have permission" error message but the ticket is present in the Helpdesk system. Can you fix this?



This error message will be displayed if the ticket is permanently deleted from the Freshdesk account or if the agent who is trying to view the ticket does not have permission/scope.


For example: If the agent has restricted access, they can view only the tickets under their name. But if they are trying to view a ticket that is not assigned to them, then they will receive this error message. Hence the admin can change the affected agent's scope by navigating to Admin>Team>Agents and by clicking on the Edit option next to their profile.


Under the Scope section, they can change the scope to "Global access" or "Assigned to their groups" based on their business use case and save the changes. Screenshot for reference:



2. I am trying to search for a ticket using the Global search option but I am unable to see it. However, my colleague is able to access the ticket. Could you help fix this?



If the agent is unable to locate a ticket when searching using the Global search, then you can suggest them check the Scope access given to them. An admin would be able to check this by navigating to Admin>Team>Agents and by clicking on the Edit option next to their profile.


Under the Scope section, they can check the current scope of the agent and if it matches with the ticket. If the agent does not have the desired permission, they will not be able to see the ticket while searching. Hence, they can modify the scope as per their business use case and save the changes.


However, if the agent has permission to view the ticket, you can get the below information from the customer and raise an L2 ticket:


-> Screenshot of the agent profile that includes the scope

-> Screenshot of the error message while accessing the ticket and the HAR file.

-> Ticket ID