Here's the scenario that has, unfortunately, played out in our company several times already:
An employee that is a member of the IT group opens a ticket in the HR group – they have a HR-related question. The HR employee makes some private notes in the ticket that she assumes are NOT seen by the IT employee that submitted the ticket (and why would she think otherwise, as the IT employee is not a member of the HR group). Unfortunately, the private notes are read by the IT employee because – for some strange reason that I do not understand – any Zendesk agent can read the internal notes for any ticket they submit, regardless of if they’re a member of the group where the ticket resides.
A proposed solution from Zendesk's support is to create the HR group in a new account. However, we do not find that creating a new account only for our HR group a viable option. It comes with many potential issues, including several around single sign-on along with a more cumbersome ticket-sharing process.
This feels like basic functionality that should've been in place long ago. Why an agent can read internal notes from a ticket they submitted that is not in their group, I cannot fathom.
Can we fix this, please?
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