Our organization is on the Enterprise plan, however this problem dates back to before we upgraded. We have multiple client organizations that we support (over 2000). Agents are always handling tickets from multiple organizations in a day. We've several times run into an issue where an agent will accidentally cc a user from another organization on one organization's ticket. This is a big problem for us, firstly because that ticket may contain private information from the other organization, and secondly because there is no feature in Zendesk that helps us identify these tickets, so it may be a while before they are found. This is costing us time and money!
I've looked at the following options
reporting - there doesn't seem to be any reporting on ccs for tickets, and even if there was I don't think there's any way to check if someone from organization A is ccd on organization B's ticket without getting some sort of export of every ticket and cross checking, which is a lot of manual work
organization restrictions - I looked into restricting the agents to organizations, but that doesn't help as it's the user, not the organization that is the problem
We need a way to either prevent agents from adding end users from other organizations into tickets, or a way to easily identify when this happens. I'm sure we are not the only Zendesk client who has run into this so hopefully there is a solution out there!
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