Message Saved Search > Incoming Messages from Customers cannot be Viewed by a Custom Role even with Proper Permissions

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.