A custom sales role with the following permissions can view the custom message saved search but cannot see the incoming messages sent by customers:
- Permissions tab > Lists subtab> Track messages = Full
- Employee restrictions field = none - no default
Steps to resolve:
1. Login as Administrator.
2. Navigate to global search or to Reports > Saved Searches > All saved searches.
3. Edit the custom message saved search.
2. Navigate to Criteria tab > Add the following:
- Customer fields: Internal ID (number) = is not empty
3. Click Save & Run.
To check, login using the custom role and the message saved search will show both incoming and outgoing messages.