Hi Teela, I hope you are doing well today. When the agent goes to a ticket view by clicking on teh widgets in their dashboard, by default ‘ME’ would be populated as the agent filter. The reason here being, clicking on ‘Open’ widget from their dasboard would show the open tickets assigned to that agent. The same applies for all other agents as well. 

If they want to view all tickets in the system, they can use ‘All tickets’ default view filters as mentioned here. Else, after applying the appropriate filters you can save the view to access it later. 

I hope this helps. Let us know if you have any further queries on the same.