Referred tickets are view-only for agents in the secondary department -- they can view and post internal notes but cannot reply, edit, or close. 'Fallback to primary role' checkbox is enabled but has no effect on referred tickets.

The documentation is incorrect -- fallback to primary role only applies to assignments, not referrals. Workaround (custom code): in include/class.ticket.php around line 389, modify the getRole() function to also check isReferred(): change $isAssigned = $this->isAssigned($staff) to $isAssigned = $this->isAssigned($staff) || $this->getThread()->isReferred($staff); then pass $isAssigned to getRole(). This grants referred agents the same permissions as assigned agents.