Howard TestLastName

I had the same issue with another provider and "workspace rules" - I mean that's a lot of fields you're hiding, but as you say it was working. 

We had nowhere near as many fields but same issue, and we had to get the cache specifically for that function / field increased by the software provider. Not sure that's gonna work for you here as the fields are all distinct by the sounds of it - we were hiding multiple values (hundreds) on a menu field on page load dependent on rules..... but maybe they've dropped the cached amount as a way to increase general performance (what happened to us). I could just be talking rubbish :)

This is crazy - in the last piece of software I was using the reporting was far superior, and getting agent activity throughout the day was extraordinarily easy. Thanks for the tip with the heatmap, we've been looking at a way to monitor this too. This will hopefully suffice until there's some improvement in the analytics capabilities :)

Business case: we have a third party who we do CS for, but their VIP team works separately from their own email address - although our CS team still take the 3rd party client's VIP chats

The VIP Team want to be able to have a zendesk account to log in and check chats by person or ticket number.

I have managed to do this using group - however, no matter how strict a profile I use, the add "New Ticket" option is always there.

When the ticket panel opens, the requester field starts to autocomplete emails from users not in the 3rd party group - meaning they have access to data that they shouldn't.

They don't need to CREATE a ticket, only to check chats by ticket number or name.

Is it possible to create a new ticket panel without the "requester field" - that would solve the problem.

Or is it possible to remove the "New Ticket" option from the "Add" tab options?

Either of these would remove the functionality  (and therefore the problem). Can it be done using the ZenDesk App framework? Or is there something with permissions that i am missing cos no matter how few permissions I give the user always seems to have access to "New Ticket" option

We're running out of time to make this client happy on this issue so any advice would be greatly appreciated

Thanks, 

H

(added the topic under ZAF (apps framework) Q&A - although that might not be the final solution......) Thanks in advance for any help