Ticket list views in Freshservice are a way to group tickets based on specific criteria. You can access pre-built views or create custom ticket views using filters to look at the tickets associated with that view. 


If you experience any issues viewing the ticket list view page, follow the checks below to identify the cause and help resolve the problem.

  1. Check for browser-related issues
  2. Check for restrictions in custom-defined roles
  3. Check for restrictions in user groups

Perform the following actions to eliminate browser and network-related issues. 

  1. Try accessing your Freshservice account after clearing caches and cookies. 

  2. Try opening your Freshservice instance in incognito mode.

  3. Try to perform a hard refresh - Ctrl + Shift + R.

  4. Check if your network connection is stable and if you have enough bandwidth to access Freshservice.


Check for restrictions in custom-defined roles

Check if the user trying to view the tickets has a custom role with appropriate permissions to view the ticket. If the role has limited access permissions, the user cannot view the ticket list view.

Follow the below steps to check and enable access permissions of a custom role,

  1. Navigate to Admin from the menu. 

  2. Under the User Management section, select the Roles option.

  3. Click on the role assigned to the user. Navigate to the Permissions section, and under the Tickets module, check if the View tickets option is selected.

  4. If not, check the box next to the View tickets option.

  5. Click on Update to save the changes.

    Check and enable access permissions of a custom role

The user will now be able to view the ticket.


Check for restrictions in user groups

Sometimes the user may try to view tickets assigned to a restricted group. Follow the below steps to check and enable access permissions to a user group.


  1. Navigate to Admin from the menu. 

  2. Under the User Management section, select the Agent group option.

  3. Go to the group and check for the ‘Restricted group’ tag beside the group name.

  4. If the group is marked as restricted, only users who are a part of it can see the tickets assigned to it. Even agents with access  "across all groups in the helpdesk" will not be able to see tickets assigned to such groups unless added as members or observers.

  5. Add the user to the restricted group by clicking on the Edit option next to the group name to fix this.

  6. Under the Edit group page, scroll down to the Agents section.

  7. You can then add the user as a member or an observer to the group as per your business condition.

  8. Click on update to save the changes.

    Check and enable access permissions to a user group.


The user will now be able to view the ticket.


If the issue still persists, please reach out to support@freshservice.com with a HAR(HTTP Archive Format) file from your web browser to better understand the problem.