Tickets shared with me do not appear in the agent or support portal search results (unless the ticket is assigned to one of my agent groups). Freshworks support have confirmed that this is the case.
The only way to access a shared ticket is either via a direct link or on the “Shared with Me” ticket list views (requester on Support portal or agent on Agent portal).
In many instances, this creates the illusion that a ticket is not accessible by the agent/requester.
I suggest that these are included in the general search results.
