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 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.
Applies to SmarterTrack 8.x - 12.x
In SmarterTrack 8.x, and carried over to SmarterTrack 9.x, agents, managers and administrators are only able to view tickets in groups they are a part of. While the process is the same as outlined below, 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.
Applies to SmarterTrack 6.x - 7.x
If you are an agent or administrator, follow these steps to search for all of the tickets assigned to another agent:
- Log in to the SmarterTrack management interface as an agent or administrator.
- Click the Tickets icon.
- Click Advanced Search in the navigation pane.
- In the Agent field, select the desired agent. All other fields are optional.
- Click Search in the content pane toolbar. A list of tickets assigned to that agent will display in the content pane.
For more information, please refer to the Searching for Tickets page of the SmarterTrack Online Help.
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