Whether or not an agent can access a ticket is dependant upon a few factors. These factors have changed since the release of KB Support version 1.3.
Firstly, if the Restrict Agent Ticket View? option is disabled, all agents will be able to access all tickets, regardless of their role.
Likewise, agents that have the Support Manager role will be able to access all tickets.
WordPress administrators will have access to all tickets if the Administrators are Agents? is enabled. If this option is not enabled, WordPress administrators will not be able to access any tickets.
For all other agents, the following rules apply…
- Assigned as agent – Agents can always access tickets to which they are the assigned agent
- Assigned as additional agent – Agents can always access tickets for which they are assigned as an additional agent
- No agent assigned – Agents can only access if the ticket is assigned to a department of which they are a member, or they are listed as an additional agent
- Assigned to department – Only agents within the department can access
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