Admins can use Agent Department Permissions to grant or limit Agent access to Tickets in certain Departments.
Agents' individual Ticket Permissions interact with the Ticket Department Permissions; an Agent must have permission for a relevant action and the required level of access to the department to carry out an action on a Ticket.
If an Agent has View Unassigned Tickets enabled, but only has Assign permission to the Sales Department they would be unable to browse Tickets in the Sales Department.
To manage the individual Agent Department settings, go to Agents > Agent Profiles, click on an individual Agents' profile and go to the Department tab.
These permissions can also be managed through Ticket Structure > Departments > Permissions > Agent where you will be able to toggle the individual Agent permissions for each Department.
Across each Department an Agent can be granted either Assign or Full permission:
Assign permission: An Agent can assign Tickets to that Department but cannot view the tickets within it.
Full permission: An Agent can see all the Tickets in that Department, depending on their other permissions (if an Agent's other permissions don't grant them access to the Department they will not be able to assign or see Tickets within it).
Agents can always see Tickets that are assigned to them, their Teams, or that they are following, regardless of Department Permissions.
See the section on Department Permissions for further details.
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