I want a user to have both the agent role and the customer role. It should be possible to create a ticket in the customer role for all groups. However, in the agent role, the view of the tickets should be restricted. Not every group should be visible here. What do I need to do to make this work? My workaround would be to have two accounts: one to manage the tickets with the agent role and another account to create tickets from the customer perspective in all groups. I don’t want certain users to be able to forward tickets to others.Is there a trick to switch between agent view and ticket view?
I don’t know if this will work for you, but in our environment, we set the Agent role to include ‘Create’ and ‘Change’ permissions for all groups. This allows agents to move tickets to another group or create tickets but does not allow them to view tickets in a group they don’t have ‘Read’ permissions in. We also make an agent role that grants access for each group. Our agents are always assigned at least three roles: customer, generic agent, and specific group agent.
That config results in something similar to the setup you described where an agent can put in tickets to other groups, but they can only get the contents
of tickets they’ve submitted or tickets that belong to a group they have access to.
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Thank you, we will try it out.
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