Support Home Screen : Nonthing under "Tickets requiring your attention"

5 Commentaires

  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Kyle,

    Thanks for reaching out! Just to clarify this agent when going to their homepage does not even see tickets that are Open/Pending that are directly assigned to them? I would check to see what groups the agent is currently assigned and then check your Group restrictions you have in place to see if that is the reason they are not seeing them.

    Restricting Ticket Access

    If they have the appropriate group access, then we will need to dig a little deeper to see what else may be causing it.

    Thanks much!

    Jason Schaeffer | Customer Advocate |

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  • Kyle Bort

    Hello Jason. Yes. So the agent is not seeing anything when on the tab that is their "home" tab. Which is weird since the prompt "tickets requiring your attention" even says in it's description that there should be "new" or "opren" tickets "assigned to you".

    The agent in question is in 2 out of 3 of the non administrator groups. Would her not being in one of these groups cause that to happen?

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  • Kyle Bort

    I did assign her to the one group that she was missing from and that did not solve the issue. I also went in to check what level of access she has and it is set to "all tickets"

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  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Kyle,

    In this case we would need to investigate further and will be most efficient to move this into a ticket. I will be reaching out to you via your email and we will go from there.

    Thanks!

    Jason Schaeffer | Customer Advocate |

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  • Kyle Bort

    Hello Jason. Sounds good. I just sent you an email.  Please ensure that you do get back to me. 

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