Restriction on individual tickets or groups


69 Kommentare

  • CentralNic Group Plc

    Just to add to this as it seems although things may have changed over the past year, there are still ways (esp by simply using search) that if you know what to look for, you can easily find tickets that do not relate to your Group.

    FreshDesk is offering this, so it seems logical that Zendesk offers such an ability. Recent support replies have even hinted at setting up a second instance with data-share, that seems madness to me. The simplest of ticketing systems (say, OTRS) allow this so I'd say it needs to be something that's put into your sprints, if it isn't already!

  • Henrik Heusala

    Voicing on opinion on the subject: This is a basic functionality in many other ticketing systems. This is also part of the problem why many other ticketing systems are hard to use and manage.

    Even if there would be a perfect technical solution to hide details from different agents based on this and that we are left with the managing part which gets hairy very fast.

    As soon as we start to restrict the whole 360 view of the customer which is the basis of modern multi channel customer service systems and processes and have a situation where we can't trust that all that we see is really all that there is we are sort of "going away" from the whole idea on which for example Zendesk runs on and does a pretty good job.

    On technical side then at first glance this feature request for limitins groups out totally seems pretty straight forward but when you start to go into details and start to really look into what to do with the user profile, what to do with reporting, how this affects different apps and channels etc it also get very hairy.

    What we have as a Zendesk partner done with customers is we have left these groups out of Zendesk for the time being. Not just because you can't do it easily but also because when you start limiting and managing those limitations many times, not always, but many times even without the technical limitations we have come to the agreement that adding these restrictions would hinder and make difficult all the other work in Zendesk to that point that things work better and more efficiently if we keep the 360 idea of the customer inside Zendesk which everyone can count on.

    Saying all this, as a Zendesk Partner we have a lot of customers who are asking for this and a lot of customers where the deal might hang on this kind of a feature so really looking forward if Zendesk finds a way in the end to implement this and other kind of Enterprise restrictions which are found in other systems but do these implementations in the Zendesk way so that it's not a total pain in the **s to both work with and manage :)

  • Kris Karkoski

    +1 to this idea. As we have expanded our usage of Zendesk group management has become more and more of a burden. Like the original post, we want most of our agents to have access to the majority of tickets without needing to add them each time a group is added while having the ability to restrict some users to only specific groups.

  • dan

    Just +1'ing everyone else here.  This would be a helpful feature for us and it would be great to hear an update from the Zendesk team, since it has been a couple of years!

  • Kate Levins

    Adding my vote to this too, we need to restrict individual groups/tickets for HR/Payroll coming onboard and a separate instance isn't ideal for our use case. For all other teams/groups already in Zendesk it's not ideal to have them in 30+ groups or to not see all other tickets so we really need an option to restrict just one group rather than all.

  • Anthony DelCampo

    I'm glad to hear this is finally being worked on.  This should have been a fundamental restriction years ago.

    I see where you can provide permission by Group.  However, IF the Requester and the Agent are the same, the Requester/Agent can see the entire ticket and private notes. So "grouping" in this instance fails to protect any information in the ticket that the Requester/Agent should not see.

    The only way around this is to have a separate instance of Zendesk which becomes difficult to manage. 

  • Katrina Cain

    This would be useful we are in the same situation

  • Lisa Roskam

    Adding feedback that this is an essential feature for us. Due to GDPR regulations, tickets containing any personal data must be restricted to essential business needs based access. We could accomplish this using a "private group" feature. Thanks for any updates!

  • Gitte Camilla Sallerup Madsen

    Im also adding my vote. Tris is very much needed!


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