Note: Applicable only for accounts in which workspaces have been enabled, and have only one workspace.
If your account has only one workspace created, below are the access levels that can be granted:
Across all groups in the helpdesk: Can be granted for admin roles to manage configurations for the entire service desk and for agent roles to access all the data in the account, irrespective of whether the agent belongs to the groups the data is assigned to.
In their member and observer groups: Can be granted for agent roles to access data in groups the agent is explicitly added as a member/observer
In the groups: Can be granted for agent roles to access data only in specific groups within that workspace
For items assigned to them: Can be granted for agent roles to access only the items assigned to the agent
Click here to understand how to manage agents and grant permissions: