We are trying to keep our agent licenses down for this fiscal year from 15 to 9.
This means those agents who used the portal the least were transitioned to "users" but they were left in "groups" for requests that they need to take action on.
The only issue is that they can not see these requests when they come to them via email unless they first reply via email to the ticket.
Is it possible for the requests assigned to a group to show up in the "My Requests" tab without having to first reply to the request via email?
Am I missing something?