Who all support personal can view tickets?

Hi Deepak,
 
When it comes to what tickets are accessible from your Support team, you're able to set this by creating Views and Groups. Each View is kind of like a way of organizing or sorting tickets based on any given parameters you set for it. For example, if a common Support ticket for you was billing/finance related and you know you only want admins to handle those or maybe admins and specific agents. First you would go ahead and create a Group. Each admin or agent that you want to be handling these billing/finance tickets you would add to this Group. Then you can create create a View to sort all those billing tickets into there and select that only agents of this specific Group have access to this View. To sort tickets into this View you can simply have a tag applied to the ticket upon creation that assigns it to the View.
 
Agents are also able to create their own personal views, it would just be for their own instance. It would just be a tool for them to help organize and manage their own workflow they wouldn't be able to access any tickets they currently don't have access to. It would just be like nested organization within the views they currently have accessible to them. Here are some links to articles that may help provide more insight on [Views](https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-manage-ticket-workflow) and [Groups](https://support.zendesk.com/hc/en-us/articles/4408894175130-Creating-groups).
 
Hope this helps!
 
Erica - Dev Support
 

Hi Deepak,
 
Yes that is correct! If a ticket is assigned to a specific group, only agents within that group will be able to access/assign themselves to that ticket. The only way the ticket could get into the hands of a different agent (not in that group) is if the assignee/agent themselves has access to other groups and can then reassign that ticket to another agent in a different shared group. For example, Agent 1 is in the Billing and Sales groups and Agent 2 is only in the Sales group. Agent 2 will only be able to view a Billing group ticket if Agent 1 reassigns it to Agent 2 in through the Sales group. This can be managed though via your Admin center. Also, user roles plays a part in access as well. For example, Admins will have more access to various tickets than Agents will have. You can read about more on user roles [here](https://support.zendesk.com/hc/en-us/articles/4408883763866-Understanding-Zendesk-Support-user-roles).
 
Best,
 
Erica - Dev Support