Agent view his own tickets

Hello,

Please check go have given correct view permissions to agents. Go to Support > Support Agents > Agent Roles and edit agent role and check you have correctly set the following permissions:
1. View unassigned
2. View assigned me
3. View assigned others

• This reply was modified 3 years ago by Nikhil G.

Hello,

Thank you for your fast reply and great support.
I changed all of them to Enable.

1. View unassigned – Enable
2. View assigned me – Enable
3. View assigned others – Enable

But, I want that every Agent will see only his own tickets.

If i will enable View assigned others it allow to agents see each other tickets?

Hello,

Please setup as follows:
1. View unassigned – Disable
2. View assigned me – Enable
3. View assigned others – Disable

Now, agents can see only assigned tickets.

Hi Nikhil,

Thank you for your reply.
The problem is that I make a rule to assign automatically, new tickets from KITCHEN category to [email protected] .

I will explain >

Symptom:
Every new ticket in the KITCHEN category, been forwarded to [email protected] agent.
even if [email protected] adds a new ticket from his agent account.

Steps:
1. AGENT1 logged to his tickets control panel.
2. press the +ADD TICKET button.
3. fill in the details of the ticket ( there is no option to choose an agent, at this point, and it’s better to have because sometimes you need to open a ticket to another agent )
4. press SAVE ( to create the new ticket )
5. the AGENT1 doesn’t see his new ticket, because the ticket is assigned to [email protected].

Result:
In order to solve this issue, I need to delete the [email protected] auto-assign rule..

If I delete the [email protected] auto-assign rule,
then when the user creates a new ticket.. the ticket is auto-assign to all the agents.

I want that if user creates new ticket, it will be auto-assign to [email protected] (admin agent ).
but I want, if an agent will create a ticket, he will automatically assign to his own ticket.