Agents can view basic ticket information such as subject, ticket id, etc. for tickets belonging to categories they do not have access to. To accomplish this, help desk administrators can enable the ticket-level permission "Show basic info for tickets inside unassociated categories" to select roles.
Applicable Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus
If this permission is enabled, category A agents can now track the ticket’s components (Status, Subject, Priority, etc.) after it has been escalated to Category B (even if they don't have access to category B) and be proactively informed in case of subsequent customer communication.
There are two areas where agents can access this feature:
- Recent tickets section inside Ticket Details page.
- Learn more about the recent tickets feature inside ticket details page here.
- For tickets you do not have access to (Belongs to a category you are not associated with), the corresponding entries are not clickable.
- You cannot access the ticket details page of that particular ticket unless you have access to the ticket's category.
- Selective ticket information such as subject, status, and ticket id are exposed.
- Recent tickets section inside Contact Details page.
- Learn more about managing contacts here.
- For tickets you do not have access to (Belongs to a category you are not associated with), the corresponding rows are greyed out.
- You cannot access the ticket details page of that particular ticket unless you have access to the ticket's category.
- Selective ticket information such as subject, status, ticket id, category, assignee, last updated timestamp, SLA/Unresponded indicator are exposed.
Heads up ⚙️: Agents would still require the "Manage Contacts" permission to access contacts who have not raised at least one ticket in their associated categories.