When does the requester field show in a ticket?

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3 Comments

  • Christophe
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    Is there a way to hide the requester field for Agents? Or avoid that they have access to the whole database of users who submitted tickets?

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  • Dan Cooper
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    Hi Christophe,

    I don't think you'd be able to lock this down. There are a lot of ways to surface the requester if you have access to the ticket. 

    The requester is visible as a column in views, as a placeholder that can be applied via macro (or just by typing {{ticket.requester.name}} into the comment field.  It shows up under the subject line and in the ticket sidebar.  While you can use the Zendesk App Framework to hide certain fields in the ticket sidebar - I don't think it would apply to the requester as it has a special place under the subject line. Users are also visible in search results and in the reports they have access to (if you open up one report that has a filter to see requester - then the agent has access to all requesters again). 

    Custom Agent roles can be setup to limit access to users which might get you closest, but if an agent has access to the ticket, they'd still have access to that user. This is probably the closest you'll get to limiting the scope of what your agents will see. 

    If you have end users that should not be seen by certain agents (say you have an exclusive list of users) you might consider having a dedicated Zendesk instance with agents that have special privileges in that instance.  This is the only way I'm aware of to make sure that they are completely separate from the broader agent base. 

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  • Christophe
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    Hello Dan,

    Thank you for your answer, we have to do such implementation for GDPR reason.

    We have been able to restrict the access to tickets through a structure of groups (the search will not display any result if the agent don't have access to the ticket), we have also restricted the download access but your the requester field was my remaining problem.

    So if I understand you correctly we have 2 solutions:

    1) upgrade our plan so we can implement "custom role", will this really restrict the access to all the database?

    2) implement a custom framework to hide some information

    Am I correct?

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