When I assume the user's identity I can see the tickets that they should see. When they login to the system they cannot see the tickets. We have tried clearing cookies and entirely new browsers. Any idea what could cause this? They see no requests found, but when I assume identity I see a list of 10+
Hi Matt Young, :)
click on My Requests instead of Request I'm on CC's on.
Hope this helps:
Why are tickets missing from my-activities in the help center -
Thanks
@Matt, that link I shared above, did you see, I mean may be one of them is the cause of your issue.
@ifra thanks, but none of those resolve the issue. Also, as I mentioned, if I assume the user's identity I can see the tickets.
I didn't understand, how you assume?
Can you share the URL of this page?
Hi @ifra
I use this button to assume the user's identify and it shows all the tickets you see here, which I've blurred out. The user cannot see these tickets however.
@ifra I don't know if it helps, but I have the option to assume identity of an end user, but not an agent.
Hi @dane13 it's only happening to a single user and we have tried other browsers. I'll contact support now.
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Once you have verified that it was indeed happening on a different browser, you can contact our support directly so that we can investigate what could be causing this. I would suggest to check if it's only happening to a specific, multiple, or all users. Cheers!