Good Afternoon ​@DBennett 690e15d wcschools,

There may be some flexibility to allow these 6 agents to see each other's tickets by placing them on a team together and applying team delegated permissions. Would there be an opportunity to assign these agents to a team for this purpose? If it’s not as straight forward as this, please let me know, and we can explore alternative options.

Regards,

Ashley

Thank you for your quick response. They are on a team already, but the tickets they receive do not automatically go to that team and it is not the most convenient set up to attach all their tickets to that team.

​@DBennett 690e15d wcschools - Upon review, it seems that our current permissions are not granular enough to achieve this (unless you're routing tickets to a team that all agents are part of and then using delegated team permissions.) 

Another possible workaround, which is not ideal, would be to create a custom location and grant view rights to the six agents at that location only. You could then route the tickets they need to see to that specific location. 

Perhaps someone else might chime in with other creative ideas, but from what I see, this would require an enhancement request to implement more granular ticket visibility by specific users.