I’m currently an account administrator for our freshdesk account and I’m currently experiencing multiple group ticket assignments in my ticket queue. I have only assigned myself to the service desk tickets using admin>agents>click and edit>scope>global access>service desk, and would like to only view those tickets, instead of another groups tickets.
I have also ensured agent status is selected correctly using the following path admin>agents>support agent. I’m listed only under support agent as an account administrator with group assignment to service desk.
Even though I may I have global access to all tickets and assigned to one group, it would be nice to not have to filter out tickets in filters on the right pane. I lose some functionality when doing so. I also do not want to switch from global access to assigned to the group under scope, because this causes me to lose some functions as administrator. Anyone lower than administrators can only view there assigned grouped tickets.
Can you provide the same functionality of ticket viewing for assigned to the group to account administrator? In the hamburger menu, maybe your team can add additional menu items to select which group the account administrator works out of, instead of listing all tickets from all groups. Which would ensure we do not lose ticketing editing functions like we do when using filters on the right pane.
