Agent group permissions and searching tickets

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  • Eric Rines

    This does not limit their access to customer emails though under Requester and CC auto completes it seems. Is there a way to limit this as well?

  • Stephen Fusco
    Zendesk team member

    Hi Eric, 

    Unfortunately, there is no way to limit your agent's ability to see the requester on a ticket or to prevent auto-completes when typing in CCs. I see that you have a ticket open with one of our agents right now on this as well so please let them know a bit more about your use case and they may be able to provide some workarounds. 

  • Karen Provost

    My challenge is that I need all my agents to be able to search and view all tickets (especially those that are solved for history purposes) including those that were assigned and completed by groups they may not be in.  


    Agent Sally belongs to the group "Orders".  A call comes in and this particular customer is stating they called in last week and requested XX.  Sally searches the customer and because that customer had spoken with Agent John who is in the "Lead" group, and John solved the ticket Sally cannot find the history becuase she is not in the "Lead" group.


    Is there any way to fix this without putting all agents into all groups as that is NOT a viable solution.

    Any input is appreciated.

  • Gail L
    Zendesk Community Team

    Hi Karen,

    Thanks for reaching out! I can understand why you don't want to put all your agents into all the groups, since that would defeat the purposes of them.

    Based on the use case you're describing, you may need to change the permissions of the agents involved. You can set agent access to be "all tickets" either in their user profile or if you're on the Enterprise plan you can set up a custom role that has that access level.

    That's the permissions level that will get them full access to the ticket history without any changes to their groups.


  • Masha Patrakova


    We have agents with Only tickets in agent's groups access who reported not being able to create new users, which they could do in the past. 

    Could this be related to the group access settings in any way?

  • Kristen

    Hi @...! Thank you for this helpful post.

    I was wondering if it is possible to restrict agent access by STATUS of ticket (Solved/Closed specifically) without un-assigning agents from tickets. The initial way I had thought to do this was by: (1) removing assignment of the ticket upon Solved/Closed; (2) resticting agent access to only tickets they're assigned to. But this will harm a number of other features we care about (e.g. using Playlist Ticket Assignment app to reassign tickets from the same user to the previous agent that has worked on tickets from them). Is there a way to restrict agent access from viewing tickets of specific statuses?

  • Brett Bowser
    Zendesk Community Team

    Hey Kristen,

    At this time there's no way to restrict access to tickets by status. These tickets would either need to be assigned to a group that the agent doesn't have access to, or the view these agents have access to would need to be set up to filter out tickets in solved/closed status.

    Keep in mind that they would still be able to search for those tickets but at least they would be filtered out of their views.

    Let us know if you have any other questions!

  • Daniel Conway

    Hi Brett Bowser - can you confirm, is there really no way to limit which users and organizations show up when searching, even when the agent can only see tickets requested by users in his/her organization?

    Per the initial reply on this thread: "Although restricting an agent's access to see only tickets in their group restricts what tickets they can see in the search results, this does not affect the visibility of other search results, such as users or organizations."

    I noticed that when I put an agent in an organization and set it so the agent can only see tickets requested by users in his/her organization, they can still search for all users. 

    In fact, that can even create tickets for other end users not in their organization, but then they can't access that ticket. Can you please help me ASAP? Thank you!

  • Gab
    Zendesk Customer Advocate

    Hi Daniel,

    Yes, that's right. At this time, there's no way to restrict search results for users/organizations, and prevent agents from creating tickets for end-users outside their organization. I tried to search other forums for any workaround, but I didn't find anything. Sorry about this, Daniel.


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