A new “Team Access - View Only” privilege gives agents the ability to view tickets assigned to other team members within their team — without editing permissions.

Key Highlights:

• Promotes transparency and collaboration within teams.
  
  
• Agents can continue adding notes and files for better coordination.
  
  
• Prevents unauthorized edits while maintaining full visibility of ticket progress.
  
  

Important Note:
Support agent privileges (Individual Access, Team Access, and Team Access - View Only) are mutually exclusive and should not be combined for a single user. Assign only the privilege that best matches the agent’s role.

Version: v11.5

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