Hi ​@esam ,

I would consider utilizing “delegated permissions”.  This allows teams to only view tickets assigned to them, or individuals who have tickets specifically assigned to them.

Thanks for that. And it is product specific so that works perfectly. Thanks

​@esam Thank you for submitting your question to our community!

Glad ​@svanassche_iiQ2 was able to get that for you! Nice job Scott! 

Just to clarify, if I wanted a person to have access to all tickets, they would need to be in all groups if these permissions are applied?

Thanks

​@esam Yes, however, you can still create a permission policy for a user, they just would need to be in a different role than “agent.” 

Thanks again. I appreciate the help. I opened a support ticket about this and the response was it could not be done and to submit an idea request. This was much more helpful.

Hey ​@esam ,

I am going to speak with your CSM and have them reach out to you and get some more details and also provide some additional support on this.  This is all great feedback!  Happy Holidays!

Do these permissions impact the ability for an agent to edit the subject? When they try to change the subject, nothing happens. No error, but it also doesn’t change.

Thanks