How to Allow Agents to View Tickets from Other Departments
When managing multiple departments in LiveAgent, you may need agents to view tickets assigned to other departments without being able to modify them. This is particularly useful when agents need to verify if a customer has already contacted your company through another department or channel.
Use Case
For example, if a customer calls your support team and mentions they previously sent an email, your phone support agent needs to be able to search for and view that email ticket (which may be assigned to the email support department) to confirm receipt and provide context.
Solution: Assign Reader Role to the Department
To allow an agent to view tickets from a department they are not a member of, follow these steps:
- Add the agent to the department where the tickets are located
- Assign the Reader role to that agent within that department
What Agents Can Do with Reader Role
This configuration allows the agent to:
- View all tickets in that department
- Read ticket content and history
- See customer communications and previous interactions
What Agents Cannot Do with Reader Role
The agent will not be able to:
- Reply to tickets
- Modify ticket status
- Make any changes to the tickets
How It Works
When an agent has the Reader role in a department, they gain visibility into all tickets in that department while maintaining read-only access. This prevents accidental modifications while still providing the information agents need to serve customers better.
Related Information
For more details on department member roles and responsibilities, refer to the Management of Department Members and their Roles documentation in your support portal.
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