itsystems
Are you accessing it as a User or as an Agent? If accessing as an Agent then you must have Department access to the Ticket. If accessing as a User you must be the Ticket Owner or a Collaborator or belong to the User's Organization with Ticket Sharing enabled for all Users in the Organization.
I feel you would highly benefit from reading through our Documentation here:
It even has a search feature to search keywords to aid in your quest to learn about the features and functionality.
Cheers.
