View Tickets Assigned to Other Agents

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 14.x and earlier.

On occasion, an Agent may need to view all of the tickets that are associated to other Agents. The easiest way to do this is to search using the Advanced Search feature. NOTE: If the System Administrator has restricted an Agent's ability to view tickets in other Departments, the Agent will only be able to see other tickets assigned to agents within the same department.

In current versions of SmarterTrack, Agents, Managers and System Administrators are only able to view tickets in Groups they are a part of. If an Agent, Manager or Administrator is NOT part of a specific Group, they will not be able to view any tickets for that Group.
That said, if the Department allows it, Agents can use Advanced Search and tickets from that Department, and its associated Groups, will show in the Advanced Search results. While not "technically" viewing tickets assigned to other Agents, advanced search results don't have the same limitations as going to a Group directly.

For more information, please refer to the Searching for Tickets page of the SmarterTrack Online Help.


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