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Agent View of tickets when they are the requester

Nenni
Apprentice
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Is there a way that Agents are able to see the ticket that they are the Requester/ Customer, and view the ticket as an Agent and not as the Customer? 

 

Best answer by hemanth.ramya

Hi @Nenni 

 

Greetings from Freshworks Community. :)

Agents can make use of the default ticket list view ‘Tickets I raised’ to view the tickets where the agents are asssociated as the requester. Article to get detailed insights on the default ticket view: https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view. 

Let us know if you have any further questions. 

 

Cheers,

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    4 replies

    srikanthkarunakaran
    Community Manager
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    Hi @Nenni :

    Can you please post the samey query in our Freshdesk forum : https://community.freshworks.com/using-freshdesk-11320 and our Freshdesk team can help you out?

     

    Thanks.

    Senior Technical Product Specialist, Srikanth NK
    alyssia.correa
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    • alyssia.correa
      alyssia.correa
    alyssia.correa
    Community Manager
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    • alyssia.correaCommunity Manager
    • Community Manager
    • 618 replies
    • September 16, 2024

    Hey @srikanthkarunakaran - I’ll move it to the Freshdesk forum! Tagging @mahendarsingh to chime in!

    Ally, Freshworks Community Manager
    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • Answer
    • September 17, 2024

    Hi @Nenni 

     

    Greetings from Freshworks Community. :)

    Agents can make use of the default ticket list view ‘Tickets I raised’ to view the tickets where the agents are asssociated as the requester. Article to get detailed insights on the default ticket view: https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view. 

    Let us know if you have any further questions. 

     

    Cheers,

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    alyssia.correa
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    • alyssia.correa
      alyssia.correa
    Nenni
    Apprentice
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    • Nenni
    • Author
    • Apprentice
    • 1 reply
    • September 17, 2024

    Thank you for this, but they are still unable to see their tickets as an Agent unless they are in the Agent Group the ticket is assigned to. 

    msconfig87
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    • msconfig87
      msconfig87

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