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Unassigned tickets

  • September 16, 2025
  • 3 replies
  • 109 views
S
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Hello 

 

We are a large district and we have quite a few unassigned tickets that is showing up for our agents. 

 

How do we restrict the unassigned tickets to only show up for IIQ Admins - I don’t want our agents pages to be flooded with unassigned tickets

Best answer by Melissa_iiQ

​@SGANESH 603b992 jcboe I’m sorry for the late response, I did not receive a notification for your response.

I look at the permissions for this User, which as you specified, is under the default agent role permissions. As I stated above, the O.O.B Agent permissions does NOT give the ability to see the unassigned queue. The permissions on your site are setup correctly, from what I can see as well.

I would submit a ticket with out support to get them to investigate further, incase I am missing something.

Thank you!

    ADeLacy

    3 replies

    Melissa_iiQ
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    • Melissa_iiQ
    • Employee
    • September 16, 2025

    Hi ​@SGANESH 603b992 jcboe 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 (out of the box) unless it has been manipulated.

    Please let me know and I can troubleshoot further.

    Melissa Hopson- Senior Implementation Specialist
    S
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    Hi Melissa - we are using the default agent role permissions - I have one agent in particular - avaz@jcboe.org that is saying he is seeing all the unassigned tickets on his queue 

    Melissa_iiQ
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    • Melissa_iiQ
    • Employee
    • Answer
    • September 23, 2025

    ​@SGANESH 603b992 jcboe I’m sorry for the late response, I did not receive a notification for your response.

    I look at the permissions for this User, which as you specified, is under the default agent role permissions. As I stated above, the O.O.B Agent permissions does NOT give the ability to see the unassigned queue. The permissions on your site are setup correctly, from what I can see as well.

    I would submit a ticket with out support to get them to investigate further, incase I am missing something.

    Thank you!

    Melissa Hopson- Senior Implementation Specialist
    Kathryn Carter
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