SUPPORT AGENT CAN'T SEE TICKETS

I’ll need more information to help you here. Nothing seems wrong in what you say, except if you have a number of agents with known tickets assigned to each of them.

I have this problem as well, I also have the default assigned ticket person not working. I Created a ticket but it got skipped.

I just logged in as the support user and it shows 0 tickets. I made him an admin of the whole site and he cant see anything either, still no tickets. On my admin account I can see all the new and old tickets, something is not working.

I just published a post that tries to clarify how ticket assignment works. I hope it will be clear enough: https://getawesomesupport.com/ticket-auto-assignment/

You will see that the problem you describe here is not a problem. At least with the given information, I’d say that nothing sounds wrong.

Thanks for the reply,

There is still an issue. When I log into the admin pannel I see 3 closed tickets, when two other support agents log into the system there are 0 tickets, like it is completely empty. Before we could see all the tickets, open or closed, now 3 users see nothing. I created a dummy account and created a ticket, that ticket did not show up (i am an administrator on the site). I cant see it anywhere.

Before I could see all tickets, open, closed, in progress, now I see nothing on some accounts, even if I make them admin.

Ok. Let me look into this then. Could you just specify one thing: the who are the tickets assigned to?

I don;t know, I cant see them. Its like the database or something is disconnected.

I created a new user account, submitted a ticket.

When I log into the admin account for the website I cannot see it, just the old closed ones.

When another admin logs in, they can see it, but I have two users that are support agents that see nothing. They could before then all the sudden it stopped working.

When you see the ticket with the admin account, can you please check who is assigned to the ticket.

The 3 showing up on my account (wp admin) are assigned to me. Before I could see all tickets open, closed or pending. How do we fix it so everyone including support agents can see all tickets and reply?

Could you please paste your system status report.

does not let me post it for some reason, tried twice, do you have an email I can send it to?

Not for basic support no. You could try posting it on Pastebin: https://pastebin.com/

Try this:

https://docs.google.com/document/d/1oVhICjv3QO4tkCPaPM7THXSTvkE9Oyyeq6AZXpU1g-U/edit?usp=sharing

Good thanks. I’ll be looking into this issue.

Thank you, I was able to get my admin account to see everything again. I found an option that got changed in

Tickets > Settings > and checking the box that says agents can see all..

but when I log out and back in, the setting is unchecked, it wont save the option.

I tried my support agent account and i still cant see anything.