Hello everyone. One of our agents is having the following issue. When she logs into her account there are not any tickets listed on her home screen. The section that says "Tickets requiring your attention". She has to navigate to the "views" tab to be able to see her unsolved tickets.
She is the only agent out of 4 that is having this issue. Does anybody have an idea in regards to the setting that could be causing this? All of our other agents are having their tickets show up on the home screen without having to navigate down to the "views" tab.
Hi Kyle,
Thanks for reaching out! Just to clarify this agent when going to their homepage does not even see tickets that are Open/Pending that are directly assigned to them? I would check to see what groups the agent is currently assigned and then check your Group restrictions you have in place to see if that is the reason they are not seeing them.
Restricting Ticket Access
If they have the appropriate group access, then we will need to dig a little deeper to see what else may be causing it.
Thanks much!
Jason Schaeffer | Customer Advocate |