The default search for “N most recent tickets” becomes unaccurate if
one queue receives many tickets (say from customers) and there are
other infrequently used queues with fewer tickets.
Even though a user might only have permission to see the low traffic
queue, the tickets from the high traffic queue count in the search
results and so no tickets are displayed.
I would consider that somewhat a bug.
To work around it, I modified the search to limit it to only the queue
that I can see as a test and it go better, but I’m still only seeing
11 out of the 21 unassigned tickets.
Wondering what else could be limiting the results of that query.