Recently dealt with a couple issues from a user who is trying to access a ticket that was routed to a restricted group. This user is an agent.
If the user tries to access the ticket via the email that was sent on creation it (we are using {{ticket.url}} in the email) it routes them to the agent page, then they get a toast notification that they are not allowed to see the ticket and to view it in the support portal. If the user doesnt notice this popup or interact with it in time they can end up confused/with a poor experience.
From a UX perspective, it would be nice that if the error with visiblity is experienced, it tries to route the user into the support portal to view the ticket and THEN if the user cant access it for some reason, a message is displayed.
For now, I’m stuck replying to tickets and telling users to view them via the support portal.
How are the rest of you handling this in the meantime? Any other protips?