Agent Issue

  • Resolved techgro

    (@techgro)


    7 years, 11 months ago

    I am having an issue where an Agent is able to see all tickets, even tickets assigned to others. My understanding is they should only see those created or assigned to them and those assigned to None. Your assistance is appreciated. Thank you!

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  • Hi there,

    Please go to Support Plus -> Settings -> Role Management and check if your agent having supervisor capabilities, if they do they will able to see all tickets. Also, your agents should have role Support Agent and not Support Supervisor if you are not using capabilities in role management settings. There is one more point you should check that whether these tickets marked as public. For this, please open ticket > click on Change Status and check Ticket Type. If you have allowed your customers to mark ticket as public or private, you can disable this in general settings.

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