This article provides a step-by-step guide to address the missing ticket or ticket access issue. If you cannot find a ticket in your Freshservice instance or have issues with accessing a ticket that you should be able to see, this guide covers the most common reasons and their solutions.

Check for Restricted Groups

• Verify if any restricted groups are present that might be causing the issue. 

• Review the ticket to ensure it is not assigned to any restricted groups. 

• Tickets assigned to restricted groups can only be viewed by members or observers of that group. If a ticket is restricted, unassign it or adjust the group’s access permissions under Admin > Agent Groups. 

• By default, requesters cannot view onboarding tickets, as they are accessible only to stakeholders. Ensure stakeholder permissions allow access under Global Settings > Admin > Employee Onboarding > Build Kits. 

• If tickets raised are not visible to agents, check the role scope under Admin > Roles. Update it from "items assigned to you" to "group level" or "workspace level" to grant broader access. 

• If an admin/agent with full permissions cannot access tickets, it may be a permission cache problem. Have another account admin remove all current roles and permissions from the agent’s or admin’s  profile, save it, and re-add them to refresh the cache. 

• Workspace admins must be part of the specific agent group associated with the tickets to view them in the workspace ticket queue. 

• If an admin cannot see tickets from other companies, ensure all departments are listed correctly in their profile and verify that tickets do not belong to a restricted group.

Ticket Type Change

• When changing the ticket type from service request to incident, all child tickets associated with it will be dissociated (soft-deleted).

• If the ticket type is changed from incident to service request, only the parent-child relationship is dissociated, and the child tickets are not deleted.

Associated Ticket Removal

• If the "Requested for" user of a ticket is deleted forever from the system, the associated ticket is also deleted forever.

• If the "Requester” user of a ticket is deleted forever from the system, the associated ticket is also deleted forever.

Workspace Removal

Deletion of a  workspace from the system will result in the deletion of tickets created in the workspace.  

Portal and General Troubleshooting

• If users face a 404 error or requests are not processed when submitting tickets from the portal, instruct them to clear their browser cache/cookies or try an incognito window. Verify that their requester role has permissions to create tickets. Also, review Global Settings > Support portals for any custom code or forms causing conflicts.

• Requesters must be properly authenticated and logged into their account to view full ticket details and history; relying solely on email notification links limits visibility.

• If a requester belongs to two companies with "view all tickets associated" enabled but only sees tickets for one, temporarily remove both companies from their profile, save, and re-add them to refresh visibility permissions.
  
  If the problem continues, enable temporary access for the support team to troubleshoot directly by following these steps:

1. Go to Global settings > Agents.

2. In the Freshworks Support card, select Manage access.

3. Turn on Provide access to Freshworks.

4. Set an expiration date for access (default: 1 week; maximum: 1 month).

5. Under Which account-wide roles can Freshworks have?, select Account admin.

6. Under Which workspaces can Freshworks access?, select the relevant workspace(s).

7. Under Which workspace roles can Freshworks have?, select IT Supervisor.

8. Click Save.

If remote access is not preferred, schedule a call for further troubleshooting.

• If new emails are appending to an existing ticket instead of creating new ones, it is due to email threading headers and message IDs. Send a completely new email (not a reply) to generate a new ticket.

• To locate a specific ticket, users should check the email notification received from Freshservice, which contains the direct link and ticket number.

• Tickets in Freshservice start from number 1 (e.g., .../a/tickets/1). Ticket numbers are strictly sequential and never skipped unless a ticket has been deleted.  

Reports and Analytics

• Reports and dashboards may not automatically update to include tickets transferred from another workspace. Set the workspace filter to "All workspaces" and ensure any custom fields used are mapped in the target workspace.
• When generating reports for a specific department over a date range, ensure the Date range, Department, and Ticket type filters are correctly applied and that the date filter successfully captures the current month.
  If the problem persists or additional assistance is required, please contact our support team for further guidance.  

APIs

• If an error occurs while retrieving ticket information via the API, note down the specifics of the error and verify the ticket's existence using the sections mentioned above.

• If a ticket created successfully through the API isn't visible to the user in the portal, check the following:

• Confirm ticket existence via URL: `.../a/tickets/[ID]`.

• A logged-in user has the IT Supervisor role assigned under Admin > Agents > {user name} > Permissions.

Notes: 
• Review the above steps to confirm if the conditions mentioned apply to you before contacting Freshservice support 

• At Freshservice, we maintain logs only for 21 days. Therefore, if the ticket was deleted more than 21 days ago, it might have been purged from our logs.