How can I prevent agents in one group from seeing another group's tickets?

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  • Caleb Strawn

    Instead of limiting an agents ticket access by what's relevant to the agent (group, org, etc.) I'd like to be able to limit access to tickets by what's NOT relevant to the agent. 

    Example: 3 users: A, B, and C. A is assigned to groups 1 & 2, B to 2 & 3, and C to 1, 2, 3, & 4.  How do I set user A to be able to access tickets in groups 1,2 (and 3 if needed) but not 4 (in any case)? 



  • Jon Daniels
    Zendesk Customer Advocate

    Hi Caleb!

    To set that up currently, you could add Agent A to groups 1 2 & 3 and restrict them to those groups, and they wouldn't be able to view the tickets in Group 4.

    But as you said, that is indeed clunky for the situation outlined.

    I found a request here that I encourage you to vote for and add your example in the comments:
    Restriction on individual tickets or groups

    Thanks in advance for your feedback there!

  • Caleb Strawn

    Gotcha, I was hoping there would be a way for Agent A to be able to access tickets in group 3 without actually adding them to that group because they aren't organizationally part of that group. I'll check out that resource. Thank you Jon!



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