An agent restricted to tickets assigned to them, enforced across every surface — list, search, and actions.
Essential for contractors and tiered teams. It must be server-enforced, not UI-hidden — see assigned-only agents.
Why it matters
Not every agent should see every conversation. Contractors, outsourced tiers, and junior staff often need a narrow window: the tickets they own, and nothing more. An assigned-only scope keeps customer data on a need-to-know basis, which matters for privacy commitments and for limiting the blast radius if an account is compromised. It is a practical application of least-privilege access, expressed in terms support teams actually use.
How it works
The restriction is a role attribute checked on the server for every request — not a hidden menu in the UI. The list query returns only assigned tickets, search filters to the same set, and direct actions on an unassigned ticket are rejected even if someone guesses the URL. This is the difference between security and the appearance of security: hiding a button does nothing if the API still answers. It is one slice of a broader RBAC model.
Common pitfalls
- Enforcing only in the front end, so the data is one crafted request away.
- Forgetting secondary surfaces — search, exports, webhooks, or notifications — that can leak tickets the agent should never see.
- Making the scope so tight that agents can’t pick up unassigned work, defeating the point of a shared inbox.
For example, an agency handling support for several clients might give each contractor an assigned-only role so they never browse another client’s conversations — the boundary holds whether they use the list, the search box, or a saved link.
How Cherryrise handles it
Cherryrise enforces the assigned-only scope on the server across list, search, and actions, as part of its role-based access controls. The check lives in the data layer, so the same restriction applies whether a request comes from the agent UI, a saved link, or an integration. Admins flip the role; the platform makes it real on every surface, with no gap between what an agent appears to be allowed and what they can actually reach.