There are three common reasons a user cannot see tickets:
*this does not include the basic 'summary' view of 250 tickets(see SUMMARY VIEW)
1. Filter permission is not granted to the user>Check the Group for Filters selected and that the Filter includes the criteria you expect
2. Folder permission is not granted to the user>Check the Folder for Personnel selected
3. In Mobile they have marked only tickets 'Assigned to me' or 'In My Folders'
- Mobile Web - verify the ticket is assigned to the user or that permission to folder exist and ticket is in the folder
- Mobile Application IOS/Android- Go to Settings>Sync Items>Check if Assigned to me, In My Specific Folders are check --- also check if tickets are closed
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