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Agent in Group Not Seeing New Tickets

  • March 9, 2021
  • 1 reply
  • 0 views
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Hi There,

I have added a new agent as a Staff Member however they are not seeing new tickets assigned to her Group.

Initial Setup:

This agent is added to a Group as I want them to see and respond to tickets received at a specific email address. I've also created custom Triggers and Views so they only see tickets specific to them.

Problem:

Every time an email is sent, the agent gets notified that a ticket was created but is not able to access/view the ticket. They see the following error message when they click on the ticket link.

What setting do I adjust to ensure they have access to the ticket so they can view and respond?

Thanks in advance!

    1 reply

    Amie11
    • Amie11
    • March 10, 2021

    Hey Sherwyn,

    When the new ticket comes in, is it actually being assigned to the group which the new agent is in? You can check this in the ticket events if it's being assigned. It looks like from the surface the ticket isn't in the same group as your new agent so when they click the link they get the forbidden error. 

    Let us know how you go. :)

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