New Support Staff unable to view unassigned tickets

4 Commentaires

  • Jonathan March
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    Near the top of each view definition (right under the "Description" is "Who has access". Are you sure that these agents match that specification? (E.g. "Any agent").

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  • James Green
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    Yessir! Unassigned tickets is set at any agent. The interesting thing is when I move them to admin, they can view. When I move them back to staff, they can't. I can't seem to find anything in the staff role though that would limit them from seeing unassigned tickets. 

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  • James Green
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    Figured it out. For anyone else setting up staff roles, the staff role is defaulted to only allow you to view emails in your own group. New emails coming in to unassigned view aren’t assigned a group, so they couldn’t see the emails coming in. To fix either modify the staff role, or add to the trigger/macro to make it a certain group upon receipt. 

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  • Nicole - Community Manager
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    Thanks so much for coming back and sharing your answer, James. Glad you got things figured out!

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