Ticket Assignment Type | Ticket Visibility |
Unassigned | Visible to all agents |
Agents | Determined by role hierarchy, e.g., users at a lower hierarchy (Supervisor) cannot access tickets of users at a higher hierarchy (Manager) |
Teams | Visible only to team members |
Agents in a team | Visible only to team members and is determined by role hierarchy |
Ticket Assignment Type | Ticket Visibility |
Unassigned | - Visible - |
Self-assigned | - Visible - |
Other agents | - Not accessible - |
Unassigned in own team | - Visible - |
Self-assigned in own team | - Visible - |
Others agents in own team | - Not accessible - |
Unassigned in other teams | - Not accessible - |
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