Tickets list empty if “Administrators are Agents?” is unchecked

  • Resolved weeken88

    (@weeken88)


    4 years, 10 months ago

    Hi,

    I’m getting an empty tickets list when “Administrators are Agents?” is unchecked in the settings.
    Once checked, tickets will show up.
    I don’t want admin role accounts to be assigned tickets, how do I fix this?

    Thanks!

Viewing 4 replies - 1 through 4 (of 4 total)
  • Anonymous User 15356385

    (@anonymized-15356385)

    hi @weeken88, do you also have Restrict Agent Ticket View enabled? And if so, do you have any means of auto assignment enabled?

    Thread Starter weeken88

    (@weeken88)

    Hi,

    Auto assign (random) is enabled. Restrict Agent Ticket View? is checked.

    Anonymous User 15356385

    (@anonymized-15356385)

    With the configuration you have in place, users with the role Support Agent, or Support Manager should be able to see the tickets assigned to them (Managers will see all).

    Administrators will not see any tickets as they are not deemed to be part of the support team.

    If you want to have users that can see ticket lists but are not included in the auto assignment of tickets, this is not available in the core plugin I’m afraid.

    Thread Starter weeken88

    (@weeken88)

    Hi @kbsupport,

    Noted on this.
    Thanks for the help!

Viewing 4 replies - 1 through 4 (of 4 total)
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