Super Admins and Admins can work tickets automatically. A Member needs to be granted access first. There are two separate ticket capabilities.
The two capabilities
Tickets, to see and work tickets at all.
All tickets, to see every ticket in the app. Without it, a member sees only tickets assigned to them or routed to one of their teams.
Grant them
Open your Team, then click the member to open Edit access.
Under the Customer Service app, tick Tickets to let them work tickets.
Tick All tickets as well if they should see everything, not just their own.
Save.
New to your team? First Invite a team member, then set their access.
Good to know
Turning tickets on or off is admin only. A member with ticket access cannot flip that switch.
Analytics a member sees are limited to the tickets they can see.
Admins always see and do everything, so you only grant these to Members.