Access denied when trying to View a ticket

Take a look at your roles in Admin Center. The agent may be limited there:

This is what they have.

When you go into Admin Center, go to Team>Roles and select the role they have to see what the permissions are.

You can find their role by searching for them in Support and viewing their profile. For instance, here's mine:

.

You can then navigate to Admin Center and see what permissions the "role" has.

Hi there,

 So they are a light agent. And there was nothing special about the ticket they where trying to access.

What do the ticket permissions state for light agents? It really sounds like they're limited there:

Hi Lou,

 How do I access ticket permissions?

Thanks.

@max24

Open Admin Center. Go to People>Team>Roles and select the role you want to see (Light Agent in this case). You'll see their permissions there.

Hi Lou,

 I have done that and can see that they are a Light Agent. I still don't see the permissions.

The below images are what I see when I follow your instructions:

@max24

Let's try something else. What plan are you on? Go to Admin Center>Account>Subscription and let me know what it says. Mine is Enterprise as shown below:

Is that all? Do you need an Enterprise account to see your tickets? :)

Got the same problem. The ticket is contained in a View that is accessible by the “Sales” group, but the ticket is inaccessible to one Light agent, who is in the “Sales” group.