Hi,

I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department.

Currently my team has to swich between two views (Open Tickets and Shared Open Tickets). Sometimes my team loses sight over a shared ticket.

It would be great to include the Shared Open Tickets in the Open Tickets view (or a new view).

If I build a custom view with filter criteria: Status Is OPEN, only the tickets of the department of the agent are shown (not the shared tickets).

Am I missing something? Or is there a workaround?