By default, all agents in the workspace have access to all tickets. However, in some cases, only specific agents should be able to view certain tickets. You can control this by using the Groups feature and assigning the appropriate permissions.
When inviting or editing agents, you can choose from the following options to determine which tickets they can access:
1. All Tickets:
Agents with this permission can see all tickets, even those in groups they don’t belong to.
2. Group Tickets:
Agents can view tickets assigned to their group and the tickets directly assigned to them from the groups they don't belong to.
For example let's assume that you have created three groups : HR, Marketing, and Finance.
If an agent belongs to "HR" group then that agent can't see any ticket from "Finance" group.
3. Assigned Tickets:
In this case agents can only view tickets that are assigned to them, regardless of groups assigned to them. They can't see other tickets of any group.