Seeing all tickets from Department

Hi,
 I’m new to the Fresh Service, and we have users that have reported they were able to previously view all tickets in the department.

I’ve checked their profiles, and they do have “Can see all tickets from this department” checked off.

I assumed their identity, trying to open a ticket by someone else in their department by changing the ticket number in the URL, and it’s met with the message: You are not allowed to access this page!

Is there something we’re missing?

Thanks