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One of our Agents can't access certain tickets
Answered
Posted Jan 03, 2024
Any ideas on this one folks please?
One of our when viewing a standard ticket is being met with the following error message:
We have checked their profile and all seems to be in order Image below:
Any Ideas greatly appreciated,
Thanks all,
Kevin.
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9
9 comments
Ifra Saqlain
Hey Kevin, I'm attaching a post below, please take a look, it's related to your query and I hope it will help you.
https://support.zendesk.com/hc/en-us/community/posts/4991547964314-Access-denied-when-trying-to-View-a-ticket
If any issue feel free to ask :)
Thanks
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Baibhav Pandey
Hey Kevin,
This issue is due to the limited permission/role of the user.
You can refer to the article below.
https://support.zendesk.com/hc/en-us/community/posts/4991547964314-Access-denied-when-trying-to-View-a-ticket
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Brandon (729 Test)
Hey Kevin,
Adding on here that the Contributor role is legacy and the user should be upgraded to either a full agent or a light agent for proper classification. The links above should also help!
Brandon
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Stephan Marzi
Dear Kevin,
The above mentioned comments are already great. Please have also in mind that there could be an access limitation due to IP restrictions you agreed on. We also faced the problem in the past, that the agents have to get access via VPN before we managed SSO.
For further information do not hesitate in contacting me.
Regards, Stephan
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Samantha Son
Hello,
Still having the same issue, plus one of my team has also stopped seeing internal notes? Any advice? Thanks
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Kevin Murphy
HI all, I noticed on the other ticket they provided the suggestion:
"Open Admin Center. Go to People>Team>Roles and select the role you want to see You'll see their permissions there."
see screenshot below: We don't seem to have that facility, any suggestions? We also seem to have another agent facing the same issue.
just to clarify, should these agents have the roles 'Agent' or 'contributor'?
Thanks again all.
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Brett Bowser
The contributor role will only give agents access to tickets that are assigned to them or their group. If you would like for them to have access to all tickets in your account then you would need to set their role to Agent.
This article should help clarify things a bit: About team member product roles and access
I hope this helps1
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Kevin Murphy
Hi all,
I have commented my findings here:https://support.zendesk.com/hc/en-us/community/posts/6560506676762/comments/6578723764890
Would anyone be able to advise please? This is highly important as it is paramount that our affected agents have viewing access to all tickets.
Thanks all,
Kevin.
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Brett Bowser
Kevin Murphy thanks for sharing that screenshot and apologies for the delay. My guess is that you don't see that Role tab because of your plan level. I believe you need to be on the Enterprise plan to see that Roles tab which includes the custom roles functionality.
In your case, you should be able to set the agents individual role from the Team Members page. If you click on Team Members, and then click on the individual agent you'd like to adjust, do you see the option to change their Support role there?
Samantha Son looking at your screenshot, it looks like the agent has only Public comments toggled right below the comment box. Can you have them toggle All instead?
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