Agents automatically have access to modify the following tickets:
If you create the ticket
If you are assigned the ticket
If a ticket is not assigned to a specific location
However, if a ticket is assigned to a specific location, and if numbers 1 & 2 listed above are not true, then the permission of that ticket is based on the user’s permission for that location. For example, if an agent has modify permissions enabled, they will be able to modify tickets at that location. If the agent only has view permissions, they will be able to view tickets at that specific location but not modify them.
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Jessica Adkins - Community Manager