Multibrand: Restricting agents to specific brands (Professional Add-on and Enterprise) Follow

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14 comments

  • Avatar
    AdamFronteras

    Sorry, if I do that then the agents cant see tickets in other groups that I need them to be able to search on. basically I need Netential agents to see all tickets that are not in their group EXCEPT a specifically named Group. It is to time consuming to have lists of organisations for every consultant. So want I wanted was a way of excluding 1 group

  • Avatar
    Emelie Dahlström

    As I understand this means that you cannot follow a ticket that's assigned to another Brand, right?

    Basically I need to be able to follow some tickets but not be able so see tickets created from other departments (if I don't have the permission to do that). Is it possible to configure that?

     

     

    Thanks!

  • Avatar
    Brian Manning

    Emelie - It's possible to access tickets from outside your groups if you're CC'd on them. If the assignee can add you as a CC on the tickets you need to follow you shouldn't have any trouble.

    Cheers!

  • Avatar
    Mindaugas Verkys

    When you have Support department with groups Tier1-3, you need that every group will handle their cases and access permission for other Tier group, also you have another department let's say Sales and it has to be hidden from support department. How you would handle this case?

  • Avatar
    Jessie Schutz

    Hey Mindaugas!

    You should be able to set up a Sales agent group so that only agents in that group will be able to see their tickets: Creating, managing, and using groups.

     

  • Avatar
    Mindaugas Verkys

    It won't hide Sales from other departments.

  • Avatar
    Jessie Schutz

    Can you show me exactly what you have set up? It's hard to know how to help without being able to see what you're working with. Some screenshots would be very helpful.

  • Avatar
    Mindaugas Verkys

    Tier1-Tier2-Tier3 groups should have shared tickets between each of them but nothing outside these groups. Same for other groups. Sales department groups should access their tickets but not support and so on. 

  • Avatar
    Rebecca

    Hi Mindaugas-

    This Tip is showing how to use triggers to assign an agent group to a ticket based on the brand of the ticket; from what I am gather this may not perfectly fit your workflow.

    It sounds like you're looking to have multiple agent groups have access to all tickets in one brand; so a 1 brand - to- multiple agent groups workflow.

    Once tickets are assigned to a group they are inaccessible to all other agents who do not have access to tickets in that group. This in independent of brands. A major factor at play here is brands follow tickets not users.

    Therefore assigning brands to agent groups is not something that is currently possible in Zendesk.

    If you would like agents in Tier 1,2,3 to have access to the same tickets each agent in Tier 1,2,3 would need to be added to the agent group for Tier 1, 2, & 3.

  • Avatar
    Josh

    Can this be built into the role? That would be much easier.

  • Avatar
    Valentina Z.

    Hi, 

     

    This still doesn't prevent agents from viewing other organizations and users from other departments. They can still view all the users and organizations. Is there a way to prevent searches for specific agent groups? 

  • Avatar
    Heather R

    @Rebecca, our use case is similar to Mindaugas Verkys and would LOVE it if it can be considered. As you summarized:

    • It sounds like you're looking to have multiple agent groups have access to all tickets in one brand; so a 1 brand - to- multiple agent groups workflow.

    ^^This!

    We don't want to add agents to multiple groups that they shouldn't belong to just to ensure they have access to a certain set of tickets. That causes so many unintended consequences (group assigned emails, taking a ticket in the wrong group, reporting affects, views would be bloated by nonrelevant tickets, etc).

    Any chance this is on the roadmap?

  • Avatar
    Jessie Schutz

    Hi Heather!

    As far as I know, this isn't something that we're considering at the moment, and I wasn't able to find anything on it in our Product Feedback forum. It's an interesting idea, though, so I think it would be a good idea to post your suggestion over there to make sure our Product Managers see it.

    They might not be able to respond, but they'll definitely see it. Just make sure that you include as much detail about your use case and workflows as possible so they can fully understand the scope of the problem you're trying to solve!

  • Avatar
    Dennis Lynn

    Hi Valentina,

    The only way to control the users an agent has access to is to create a custom role for them, and set their permissions there. This feature is available in our Enterprise plans, if you're interested:

    Creating custom roles and assigning agents (Enterprise)

    If you are not on the Enterprise plan, you can still customize your agents access to tickets, but you are not able to customize their access to your users. 

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