Edit access to tickets
We have created a specific Brand for a specific group of tickets. We will have a specific group of staff employees who have edit access to the tickets with this Brand but who only have view access (including placing private comments) to other tickets. How can I make this work?
I'm afraid this is not possible. Agents can only be given either full access (view and edit) or no access at all (example: they can only see tickets assigned to their groups). There's currently no option to give a user restricted view access to certain tickets while allowing read/write on those assigned to them and their groups.
Here are a couple of articles that you may find helpful.
- How can I prevent agents in one group from seeing another group's tickets?
- What is the difference between ticket access at the organization level and user level?
At this time, these are the only options available to for controlling agents' ticket access.
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