An agent is able to view all the related tickets but not view it separately? Why ? :

Last updated: 2024-05-27

That agent would be having restricted or group access and hence the related tickets are out of the agent's scope.

To can give the agent access to view tickets,

Go to Admin > Teams > Agents > Edit Agent

Scroll down to Scope and edit the scope of the agent.

Learn more about agent scope here.