Private Groups (Support) - Access to Suspended Tickets view

Abgeschlossen

15 Kommentare

  • Offizieller Kommentar
    Alina Wright
    Zendesk Product Manager

    Hello! This has been released.

    Announcement here: https://support.zendesk.com/hc/en-us/articles/5973292638490

  • Sara Ledger
    Zendesk Luminary

    100% agree with Oleg Sakharov. Zendesk needs to expand the permissions for Suspended tickets to account for the change with Public/Private groups. 

    Adding the ability for Private groups was great but at the same time it broke the suspended ticket permissions since users have to still have access to all tickets, not just Public group tickets which disregards the addition of the Private group functionality addition.

    1
  • Alina Wright
    Zendesk Product Manager

    Hi, PM here for private ticket groups. Hear you on the suspended tickets issue and hoping it's something we can prioritize next year, pending annual planning. I hope to have an update on timeline for you in Q1.

    Thanks for your feedback on this! Helps us push the right things forward.

    0
  • SHorowitz

    100% agree as well. This is very frustrating. We cannot enjoy the benefits of the private groups (which are very much needed) without losing system functionality for multiple teams. I am hopeful that this is on the road map as a priority for Q1 2023.  

    0
  • SHorowitz

    100% agree. This is very needed functionality and very frustrating for our teams. Being in the healthcare industry, a large marjority of content we share needs to be encrypted when sending to outside parties, and back to us. Our clients consistently encrypt their emails and our team needs to be able to access and resleas those that get stopped in the suspended folder as well as the release emails when we request premission to open the encrypted emails.  

    We are stuck between a rock and a hard place. We cannot use Private groups as they are intended (and we need that as well) without also having a group of users still have access b/c they need the suspended ticket view.

    Thank you for considering this for 2023!!!

    0
  • Alina Wright
    Zendesk Product Manager

    Hey all, thanks for the continued feedback on this. Our plan is to delve into this suspended ticket view this year. It's a complicated problem with a not-so-straightforward solution on the backend so it may take us some time, but we're going to tackle it!

    0
  • Tim G
    Zendesk Luminary

    Same here unfortunately - this is a blocker to us being able to use Private Groups - the same users who have access to the private group in question, also need access to view suspended tickets - but they are not admins.

    0
  • mfg

    we have the same issue as well. although the majority of our agents don't need access, we have a standard agent that does because they also review suspended tickets

    0
  • Alina Wright
    Zendesk Product Manager

    Hi everyone, working on this starting in April with a tentative release in Q3 2023. Stay tuned!

    0
  • Pascal Turmel

    Same here. Our business case is that we have Private Groups to deal with Gov agencies tickets.
    Our Triage team (who has no access to Private groups) does the rest and deal with suspended queue which they can no longer access if Private groups are enabled. This is a showstopper for us to renew Zendesk, so Product Management please speed up this implementation up (for me, this is another gross oversight when releasing the Private Group functionality)

    1
  • Kristin Bouveng

    Agree with this - recently had to create a private group for an urgent matter with sensitive information, but we also need agents to access the Suspended view. 

    Now admins have to regularly manage the suspended queue, which is not ideal.

    0
  • James Clark

    Hello,

    Is there any update on this? 

    This is also a blocker for us in moving parts of our business into Zendesk as we can't lock down private groups without affecting access to suspended tickets to the wider teams.

    Thanks

    0
  • Sara Ledger
    Zendesk Luminary
    Alina Wright
    You should have specified that the fix isn't a real fix for everyone. That you only chose to fix it for your highest paid tier despite that you broke it for every tier. Which means that no, this bug isn't completed for everyone. Even my CSM mentioned that its something that they 'may' try to tackle in 2024 which means that, if Zendesk decides the lower tiers are worth what is not a minor issue fix, that again, this issue isn't complete. 
    0
  • Alina Wright
    Zendesk Product Manager

    Sara Ledger 

    I spoke with your account manager to try to explain the technical complexity of why we weren't able to extend this functionality to lower tiered levels. Currently, custom roles are only available on enterprise and above plans. This isn't an on/off feature and it's a deeply intertwined architecture decision made years ago. Today, we're grappling with the effects of that decision and attempting to roll out granular permissions to all tiers but are meeting some headwind. That said, we truly are looking into how we extend custom roles to all plans for 2024 so that anytime we launch a new permission, it can be extended to lower plans. 

    I'm hoping this context just gives you assurance that isn't a minor fix (it's an iceberg) and that we ARE looking into it to try and fix.

    0
  • Sara Ledger
    Zendesk Luminary

    Alina Wright That isn't true. We use custom roles currently and are not on Enterprise. 

    You have also given no way to non-Enterprise customers to follow up on the issue since you have marked this as completed. 

    0

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