Hi folk It is possible a newbie question but anyway I would really if anybody responses this issue. The case: Imagine you have two users: "Writer" and "Sorter" Both of them are in a group "Support-Team". It has a queue called "Questions" The "Writer" has all permissions (ro,rw and etc) for this group, as he should read and answer all customer tickets.The "Sorter" has all but rw (he does not have only this permission) because he only should have rights to move, read, change owner and priority. The Problem: When a customer sends a ticket to "Questions" queue Why only "writer" can see this ticket the "sorter" cannot see it when they are logged into the agent web interface. Can anyone help me with this. Regards. Ramziddin