Why are my agents missing the reporting icon in Support?

Question

Why are my agents are missing the Reporting icon () in the sidebar in MorgWard Support?

Answer

Professional

If you find agents do not have the Reporting icon (), it is likely related to ticket access set in their agent profile under Admin > Manage > People (then search for the applicable agent). Having access set to Tickets in agent's group in their user profile does not allow access to Reporting because reporting does not filter based on user permissions and includes all tickets. 

Enterprise: 

If you find agents do not have the Reporting icon () it is likely related to access permissions for their role. If you are on the Enterprise plan, you might be using custom roles. Therefore, first you will want to open the agent user profile to check their role.

Next, to access role settings, go to Admin > Manage > People > Roles and select Edit on the role in question. Scroll to the reporting permissions under Tools: What can this agent do with reports? and update as necessary to grant permission to the users in this role.