Problem seeing CLOSED TICKET from AGENT

cpbesana

When an AGENT closes a ticket assigned to him, no content is shown in the CLOSED TICKETS tab.
Neither his nor his department's closed tickets are shown.
No closed tickets are shown.
From the admin user, on the other hand, everything is seen regularly.
What could this depend on?
THANK YOU

KevinTheJedi

cpbesana

Once a Ticket is Closed the assignment is dropped. You should enable Auto-refer On Close so when the Agent closes the Ticket is auto-refers to them so they can still see the Ticket.

Cheers.

cpbesana

Great! I am brand new to the forum and to have had such a quick response is AWESOME!
Long live the "community"!
:-)
To close... since I am also not "too experienced"....
Are you referring to an "auto-refers" parameter... which is configured at what point?
Grazie from Italy!

KevinTheJedi

cpbesana

Welcome! Typically you’ll get a response from @ntozier or me pretty quickly and sometimes even community members.

Yes, the setting is Admin Panel > Settings > Tickets > Settings > Auto-refer on Close.

Cheers.

cpbesana

KevinTheJedi

It's already set...

KevinTheJedi

cpbesana

Okay so the Agent should be able to see the Ticket once it’s closed. Maybe their closed queue is excluding the tickets since they aren’t in their department? Try having them search for the ticket number and see if that pulls it up.

Cheers.

cpbesana

The situation is as follows.
Agent A if he clicks on the ticket number that he closed himself, it opens. Although he does not see it in the closed tickets folder (EMPTY folder).
If he clicks on the link of a ticket closed by Agent B, it does not open.
Although they belong to the same department....

KevinTheJedi

cpbesana

You will need to provide screenshots.

Cheers.