Overview
Control which tickets each agent can see: everyone’s tickets, only those in their group, or only those assigned to them.
Steps
Under Ticket Settings, click Ticket Visibility Setting.
Choose one of:
All Tickets – agents see every ticket.
Tickets in a Group – agents see tickets in their group(s) and those assigned to them.
Assigned Tickets – agents see only tickets assigned directly to them.
Click Save.
Tips
“Tickets in a Group” fosters collaboration while limiting overload.
“Assigned Tickets” ensures strict ownership and privacy.
Troubleshooting
Visibility not applied? Reload the browser or log out/in to refresh permissions.
Agent still sees too many tickets? Confirm their group memberships and role permissions.