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Ticket scopes determine the tickets in your Freshdesk that an agent has access to. 

With advanced ticket scope, you can choose whether an agent requires edit access or limited access to tickets in certain groups. This way, agents have visibility on their customers’ past tickets, and at the same time, workflows corresponding to different groups will not apply to the agent.


With Advanced ticket scope, you can:

- Choose groups where an agent can edit tickets

- Choose groups where an agent can only view tickets 




The scope settings can be viewed for an agent under the Admin > Agents > Edit > Scope section. These settings can only be edited by the admins of the Freshdesk account. 


When agents have edit access to tickets assigned to certain groups, they can view the ticket and perform different actions based on the permissions that are part of their role.

When agents have only view access to tickets assigned to certain groups, they can:

  • Access a read-only version of the ticket conversation, including ticket properties.


  • Add a private note and notify other agents. 
  • Print the ticket. 
  • Create a child ticket.
  • Create a service task. (applicable for Freshdesk accounts with field service management)
  • Add private notes and send a broadcast message if it's a tracker ticket.
  • Use Freshconnect to initiate messages from the ticket to collaborators.
  • Initiate discussion threads and forward threads from tickets. (based on the role assigned to the agent) 

If an agent has edit access to group A and read access to group B:

  • Let us assume a case with two groups - A (Vacations) and B (Customer service) for easier reference.
  • The agent will only see the tickets of the Vacations group when they choose "My groups" in the tickets list filter.


  • Only the Vacation group's metrics will be displayed on their dashboard.
  • Agents cannot be assigned to tickets in the Customer service group.
  • If the tickets previously assigned to Customer service are re-assigned to another group (in this case, group C) where the agent does not have the required view access, they would not be able to view the tickets.
  • If a list view where the group's filters include both "Support" and "Billing", the agent will be able to edit only the Support group's tickets.
  • Bulk actions will let an agent to choose only tickets where they have the edit access.



For more similar detailed guides, kindly refer to the articles below:

Adding new support agents
Creating a custom role
Private notes for internal sharing
Deactivating agents