Some agents cannot access tickets they are assigned to in their groups

Issue symptoms

Some agents in your account can't see their tickets

Affected agents may see the error message: The ticket you are trying to open is not visible to agents in your group(s)

Resolution steps

With the launch of department spaces, Zendesk ran a backfill for all enterprise accounts. If an agent is in a downgraded state, or a state where they are not set to a agent role during the backfill, Zendesk treats them as an end user.

If the backfill completed before the downgraded agents were upgraded to their agent role and permissions, those agents lost access to all tickets. To restore access, an admin or agent with permission to manage brand membership must add the upgraded agents to the relevant brands. To identify impacted users, search for all team members without brands and assign them to the appropriate brands as needed.

To find team members without brands:

As described in Filtering team members by brand, use the No brand filter on the Team members page to filter all team members with no brand assignments

Add the team members to their corresponding brands

Click Save

This situation only affects agents downgraded during the backfill process and does not impact agents downgraded and upgraded after the backfill completed. In the future, when an agent is downgraded and upgraded, their assigned brands depend on your brand membership settings.