Advanced ticket scope helps administrators control ticket visibility for agents and collaborators in Freshdesk. You can configure whether users can access all tickets, only tickets assigned to them, or only tickets within selected groups.

TABLE OF CONTENTS

• About ticket scope
• Configure advanced ticket scope
  • Example: when agents and collaborators have both editable and view-only access across groups

Prerequisites:

Before you configure ticket scope for agents and collaborators, ensure that:

• You have administrator privileges in Freshdesk.
• Groups are created before agents and collaborators are assigned to them.
• The required roles and permissions are configured before updating ticket scope settings

About ticket scope

Advanced ticket scope allows administrators to control how agents and collaborators access tickets in Freshdesk. The feature helps you manage visibility across teams while ensuring that the agents and collaborators can access only the tickets relevant to their responsibilities.

Using ticket scoping, administrators can configure ticket visibility to:

• Allow access to all tickets
• Restrict access to tickets within selected groups
• Restrict access to assigned tickets only
• Configure groups where users can edit tickets
• Configure groups where users can only view tickets

Understanding ticket scope

Ticket visibility is controlled through predefined scope options. The options are:

The following actions are available when agents/collaborators have only view access to tickets assigned to certain groups:

• View ticket conversations and ticket properties in read-only mode
• Add private notes and notify other agents
• Print tickets
• Create child tickets
• Create service tasks 
• Start and forward discussion threads based on role permissions.

Note: When agents and collaborators have view-only access, they can open tickets in read-only mode and perform limited actions based on their assigned role permissions.

Configure advanced ticket scope

To configure the advanced ticket scope for agents or collaborators, follow these steps:

1. Go to Admin > Agents.
2. Click the Support Agent or Collaborator tab
3. Select the required agent or collaborator and click the Edit icon.
4. Under Scope for ticket visibility, select one of the following options:
   • All tickets
   • Tickets in a group
   • Assigned tickets
5. If you select Tickets in a group, configure the following settings:
   1. Under Add to groups, select the groups where the collaborator can view and edit tickets.
   2. Under Choose groups where agent/collaborator can only view tickets, select the required view-only groups.
      

Click Save.

Example: when agents and collaborators have both editable and view-only access across groups

The following example explains how ticket visibility and actions work when an agent or collaborator has edit access to one group and view-only access to another group.

Assume there are two groups, Vacations and Customer Service, where the user has edit access to Vacations and view-only access to Customer Service.

In this scenario, the visibility and access to tickets vary as follows:

• The user can view and edit tickets only in the Vacations group when they select My groups in the ticket list filter.
• The user can only view tickets in the Customer Service group.
• Dashboard metrics are shown only for the Vacations group.
• The user cannot be assigned tickets from the Customer Service group.
• If a ticket is moved to a group the user cannot access, the ticket will no longer be visible to the user.
• Bulk actions are available only for tickets where the user has edit access.