Why can't my agents see all tickets in a shared view?

Question

I created a shared view that any agent can access. Why do some agents see fewer ticket results than others? 

Answer

The tickets that are visible in a View depend on the agent's permissions. Agents with restricted ticket access are only able to see tickets assigned to them, or in their own group or organization. Admins can review and edit these permissions from the left sidebar of the agent's user profile. If you do not want an agent to be restricted, they must be granted access to all tickets.

On Enterprise plans, agent permissions are determined by the custom role assigned to the user. 

For more information about agent privileges and ticket access, see this article: Adding agents and admins