Solved Agent access to certain customers only

[dprisco]

Hello everyone!
I was wondering if there is an option to allow an agent to access only certain customer tickets.

Alternatively, is it possible to automatically assign a contributor to a ticket when the post is created by a particular customer? I tried with the workflow function but I couldn't find this option.

Thank you very much!
D.

[Komal Sharma]

You can set the ticket view option:

Go to the agent option, edit agent, and here show the permission option under the ticket view option to give individual access:

Now you can do this action from the admin side here you will be shown all tickets of the customers. Now you will assign to the ticket the particular agent you want to show the ticket to the agent.

Also, agent ticket view access should be individual access (this access provides only that ticket to the agent side when you will assign the ticket to this agent, not another customer ticket).

[Komal Sharma]

@dprisco

You can follow this blog:

https://support.uvdesk.com/en/blog/uvdesk-how-to-set-up-workflow

Go to the workflow, click on create ticket workflow and edit this workflow to automatically assign to the agent when the ticket created:

[dprisco]

Hi, thanks for your response.
What i meant to do was to restrict the view of the agents to only tickets of particular customer and hiding the other customer's tickets from his dashboard and i don't think that this solution will do the trick.
I also tried with Workflow option to assign a collaborator to the tickets opened from this customer but in "Actions" section i have found no option to do that thing.

Is there any solution?
Many Thanks

[Komal Sharma]

You can set the ticket view option:

Go to the agent option, edit agent, and here show the permission option under the ticket view option to give individual access:

Now you can do this action from the admin side here you will be shown all tickets of the customers. Now you will assign to the ticket the particular agent you want to show the ticket to the agent.

Also, agent ticket view access should be individual access (this access provides only that ticket to the agent side when you will assign the ticket to this agent, not another customer ticket).

[dprisco]

Hi, thanks again for your response.
Unfortunely i have not that options under the Permission tab, i just have the "Role" dropdown. I'm using UVDesk open source version V -1.0.18.
Is there any possibility to obtain that options on my version?

Thanks a lot.
D.

[peopleinside]

@komal-sharma I can confirm this seems never exist in the open source.

[peopleinside]

@dprisco The permission tab is not avaiable if you are the admin.
I tested on https://demo.uvdesk.com and an agent profile has the permission tab showed by @Komal-Sharma

Please check on the demo.
Are you try to finding the permission tab on an agent profile?

[dprisco]

@peopleinside great man! This solved my issue...you made my day!
Many thanks

D.

[peopleinside]

@dprisco Im glad to know you resolved