Agent Cannot See Unassigned Ticket Queue

  • 13 December 2022
  • 2 replies

I have an agent who cannot see the unassigned queue. If we assign a ticket to them they can see it and if they unassgn it from themselves they can then see it in the unassigned queue. Any ideas why they are unable to see the tickets until they are assigned to them and then unassigned?


Best answer by MD14 14 December 2022, 17:38

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Check under Administration----->Permissions. Are you using the default Agent Role permissions? If so that is a read only permission that does not give the Agent level the ability to see unassigned queue. My team has set up a New Policy for Agents and created our own agent level permissions that includes the ability to View and work tickets. I believe you can also set permissions on an individual level. That option is at the bottom of the permissions tab. Hope this helps!

That was the issue. Thanks so much for your advice!