Plan requirement
| Subscription | Any plan |
| Access | Admin |
Which tickets an agent can open. The most consequential access setting, and the one most often left at its default.
Set it
- Open the team member in Admin Center.
- Set their ticket access.
- Confirm their group membership matches.
- Ask them to check what they can see.
The options
- All tickets. Everything in the account.
- Tickets in their groups. The usual choice.
- Tickets assigned to them. Narrow, and it makes collaboration hard.
Group-based is right for most people
Broad enough that colleagues can help each other, narrow enough that one compromised account does not expose everything.
All tickets should be a decision about specific people, not the default everybody inherits.
Why it matters more than it looks
Tickets contain what customers told you, including things they would not want a wider audience to read. Access is not only a security control; it is a promise to the customer.
Assigned-only is usually too narrow
An agent who cannot see a colleague's ticket cannot pick it up when they are away, cannot check what was said before, and has to ask. It looks tidy and it costs more than it saves.
Check it after any reorganisation
People move between teams and keep the access from their old one. Nobody notices, because having too much access never produces a complaint.
Verify with the person
Ask them what they can see. Reading the setting tells you what you configured; watching them work tells you what you achieved.
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