One of my agents has a restricted label next to their name. What does this mean and how can I remove it?
A restricted agent does not have access to all of the tickets within a Zendesk account. They're only able to view and edit tickets within their organizations and groups. If an agent is restricted they're also unable to edit or create end users.
Agent restrictions are controlled at the role level if you're on an Enterprise account or on the individual agent profiles if you're on any other plan.
For more information on how to edit these settings, see the article: Restricting agents to an organization.