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

Issue symptoms

• Some agents in your account cannot see their tickets
• If an agent is affected, they may encounter 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 during the backfill, Zendesk treats them as an end user.

If the backfill completed before the downgraded agents were upgraded, 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

1. 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. 
2. Add the team members to brands.
3. 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, they maintain their brand associations as previously configured.