Hi Kim,

Thank you for reaching out.

Yes, it is possible to prevent an agent from seeing unassigned tickets.

If we edit any agent profile, you can see the option "Roles and Scope"

Please find the screenshot below.

Feel free to get back to us for further support.

Also, you can reach out to us via chat https://support.freshservice.com/support/home

Or you can call us on +1 (866) 832-3090

Regards,

Jayesh

Freshservice  -  Freshdesk Technologies