We have several agents on our account. Who can see what cases? Mikael Forsgren Updated November 16, 2016 10:25 Follow Which cases and templates an agent can see is controlled by the role the agent has, and what visibility the cases and templates are configured with. Related articles Password and Password Policy Agent roles and their permissions How do I set visibility for cases? What is a Template? How do I get started with an API integration? Comments 0 comments Please sign in to leave a comment.