At eStreamDesk we understand that not all support agents are equal and some need to have more permissions than other. That is why we are introducing 5 different agent access levels:

• Tickets assigned to agent only - This is the most restricted level. It allows access only to tickets specifically assigned to the agent.
• Tickets assigned to agent or agent departments - This level allows access to the tickets specifically assigned to the agent as well as to tickets assigned to the agent department.
• Tickets assigned to agent or agent departments and unassigned tickets - Like the previous access level but also allows access to tickets that are not assigned neither to agent nor to department.
• All tickets in agent departments - Allows access to all tickets in the agent department even if they are currently assigned to someone else.
• All tickets in agent departments and unassigned - Like the previous access level but also allows access to tickets that are not assigned to any department. This is the highest level of access and if the agent is added to all departments then they will have access to all tickets just like the administrator.

Thank you for your great feedback during the development and beta testing of the agent  access levels feature!