Agent permissions out of the profile configuration

Hello dear Zoho community,

I took over the administration of my company portal on Zoho Desk (managing agents and all the Zoho-Desk-related stuff), so there were some things already in place, notably regarding agent permissions on tickets and knowledge base articles.

I have a situation though, where I can't find what's wrong. Let me explain. I have agents from different working teams (in real life), but in Desk, they have the exact same role and profile, therefore they should be able to access and do the same things, right? Yet they can't, and here's an example:

Bernard, from the Level 1 Support team, has the "Agent" role and the "Agent" profile.
Thomas, from the development team, also has the "Agent" role and the "Agent" profile.
They both are assigned to the same departments.
Bernard can't see the archived tickets (the view is empty for him), and can't create/update KB articles.
Thomas can see the archived tickets, and can create/update KB articles.

Somehow, my predecessor must have configured something different for them, yet I can't find where this configuration is. I checked the profiles in the permissions, and everything's fine, it corresponds to what Thomas can actually do, so I would expect Bernard to be able to do the same things too.

Regarding the knowledge base, it's even more than that, because Bernard can actually write and manage articles in a specific category, but not in all of them. Thomas has no restrictions whatsoever depending on a category. Yet once again, I couldn't find how to manage security for agents at the category level.

I hope I just missed something obvious and someone can enlighten me so that I can feel stupid thereafter. 😅

Thanks!

Cyrille

Note: we're no longer using Zoho One, we have a subscription per product (here let's then consider Desk only).

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