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When you create a new agent or edit an existing one in Freshdesk, you have to define their role as well as the scope of tickets that they're allowed to see. To be clear, Ticket Scope and Agent Roles are two different entities in Freshdesk, but they can be used together to achieve want you want in terms of access control and permissions. 

Agent Role defines the kind of activities an agent is allowed to do in your helpdesk. This covers activities such as replying to tickets, adding notes and so on, but doesn't define the tickets that they'd be allowed to perform these activities on.

Note: It is mandatory to associate an agent with a role while creating a new agent in your helpdesk.

Ticket Scope defines the level of access an agent has with respect to tickets in your helpdesk. You can choose between three levels of Scope: 

(a) Global
(b) Group-Level
(c) Restricted

Agents with global access can view all tickets across your helpdesk, whereas, agents with group and restricted access though, can only view tickets that have been assigned to the group they belong to or assigned to themselves respectively.

Please note that the Scope only controls what agents can view, not what they do - that is what the Roles are for. 

For example, you can assign roles to the agent to define whether they can reply to a ticket or forward a conversation, and then set their scope to specify which tickets they can actually view. 

That means you can set the scope of an agent to just view tickets assigned to them, but give them complete control over all your configurations and setup. You can even create an agent with global access, allowing them to view everything coming into your support, but if you tighten the noose on their roles, all they can do is add a private note to the ticket.

If you are unable to view a ticket and encounter an error message stating, "The ticket is either not there or you don't have permission," the issue could be due to one of the following reasons:

  • The ticket may have been permanently deleted from the Helpdesk.
  • The ticket might be outside your access scope, meaning you have restricted ticket access. You can contact your Account Admin to determine your assigned scope.

Related articles

Creating a custom role
Introduction to Collaborators
Advanced ticket scope