Error: the ticket you are trying to open is not visible to agents in your group(s)

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Marissa Peters

Posted Jul 18, 2024

We just recently moved our accounting team into Zendesk where our customer service team has been working for some time. The accounting agents are reporting an error I've never seen before though and not sure what's going on. When they're working out of their specific Accounting Views (2 different inboxes), when they click on certain tickets, some of them display this pop up “the ticket you are trying to open is not visible to agents in your group(s)” and then immediately disappears. Because they're disappearing, they're unable to grab the ticket# for me to go in and look at the Events of the ticket. Does anyone know why this might be happening and what I need to do to fix it?

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      Shawna James

      Hey everyone, thank you so much for providing your feedback in the Zendesk Community, our teams really appreciate the time you take to share how we can improve our product. Pascal there is no current update to share with you on this feature request as of now. We will update this ticket if our product managers have any updates or questions. Thank you again!

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      Pascal Turmel

      What is the status of this ticket?

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      Pascal Turmel

      This is also happening for non Admin role agents trying to access tickets from deleted Groups (although the non-admin agent has full ticket access). Not sure I understand the Zendesk logic here, but something has changed recently for the worse. Non Admin agent should still be able to see these tickets if the permission says (full access to tickets)

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      Sydney Neubauer

      Hi Marissa,

       

      There are 2 things that need to happen for that error to occur 

      1. you are using a role that has group restrictions set up (you can only access tickets you are in the group of)
      2. The Agents you mentioned are not in the other group.

      To remove that error, either update the role to have all ticket access or add them to the other group they need to access

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