Create separate light agent role for different team members
BeantwortetSome of our customers have requirements like:
- only US employees can access their tickets
- limit the number of people who can read their tickets, due to PHI/PII data.
So we need some light agents can access all the tickets, while most others can only access some of them. We tried to use different groups, but failed as light role cannot be cloned.
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Hi Fan Zhang, you can definitely create custom agent role based on your need.
Here's the link on how to create custom role in Zendesk:
https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents#topic_cxn_hig_bd
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