You may encounter an issue that different users have different number of tickets displayed in their Inbox or another view in Kayako.
This happens as the 'Inbox' view shows tickets assigned to the user and to their team(s) as well as unassigned tickets (depending on their role permissions), therefore users without admin rights will see only tickets assigned to them or their team (but not to other teams).
To modify permissions for users, follow these steps:
- From Agent area, navigate to Administration > Team Settings > Roles and permissions.
- Click edit next to the role of the affected user.
You need to check the affected user's role if you do not know it.
- Adjust the permissions to allow agents to access the desired conversations based on your needs:
Remember, you can adjust this permission on a per-role basis or override it per user as needed.