Allow Agents To See All Tickets, Regardless of Who They Are Assigned To

By default, Support Agents and Shop Workers can only see and reply to tickets which are assigned to them. They cannot see tickets which are assigned to other agents.

If you want to allow Support Agents and Shop Workers to see everyone’s tickets, you can enable that in Tickets –> Settings –> Advanced tab. Enable the “Allow Agents To See All” setting. That will grant them ability to reply to everyone’s support tickets.

However, that will not grant access to manage Ticket Settings (plugin settings). Nor will it grant access to delete tickets. Support Agents and Shop Workers can “close” tickets but not delete them.

Enabling this setting will specifically do these things:

1. Show everyone’s tickets to Support Agents & EDD Shop Workers, and allow them to reply.
2. Support Agents & EDD Shop Workers will now have a “Staff” column added to the admin (back end) tickets list. The Staff column shows who each ticket is assigned to.
3. For Support Agents & EDD Shop Workers, the notification bubble on the Tickets menu item will show the total count of everyone‘s open tickets, not just their own open tickets.
4. Support Agents & EDD Shop Workers will now have a “My Open” link to added to the top of the admin (back end) tickets list. This link lets them see only the open tickets which are assigned to them.

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