Some agents cannot access tickets they are assigned to in their groups

Issue symptoms

• Some agents in your account cannot see their tickets
• If an agent is affected, they may encounter the error message: The ticket you are trying to open is not visible to agents in your group(s)

Resolution steps

With the launch of department spaces, Zendesk ran a backfill for all enterprise accounts. If an agent is in a downgraded state during the backfill, Zendesk treats them as an end user.

If the backfill completed before the downgraded agents were upgraded, those agents lost access to all tickets. To restore access, an admin or agent with permission to manage brand membership must add the upgraded agents to the relevant brands. To identify impacted users, search for all team members without brands and assign them to the appropriate brands as needed.

To find team members without brands

1. Locate and record the ID numbers for all your brands
   1. In Admin Center, select Account > Brand management > Brands
   2. Open the first brand
   3. Note the brand ID in the URL, for example: 7589783592859
   4. Repeat these steps for all your brands to create a complete list of all your brand IDs
2. In Admin Center, select People > Team > Team members
3. Under Search team members, type the search below, listing all your brands for each brand_id entry. For example, this search string looks for all team members in all brands, where two brands exist: 7589783592859 and 7589791042859:

   type:user role:agent role:admin -brand_id:7589783592859 -brand_id:7589791042859

   All team members with no brands display
4. Select the team members in the list, then click Manage brand membership
5. Add the team members to brands
6. Click Save

If your account contains many brands, consider using the Brands end point from Zendesk API.

This situation only affects agents downgraded during the backfill process and does not impact agents downgraded and upgraded after the backfill completed. In the future, when an agent is downgraded and upgraded, they maintain their brand associations as previously configured.