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

Question

I want to restrict agents so that they can only see tickets within their own groups. Is this possible?

Answer

The most efficient way to prevent agents in one group from seeing another group's tickets is to create a private ticket group. When a group is private, only agents from that group can view tickets assigned to it.

If your pricing plan doesn't include private ticket groups, there are two alternatives:

• One Zendesk account
• Two Zendesk accounts

One Zendesk account

The benefit of one Zendesk account is to keep all your agents in the same account, with a single subscription. Settings and admins are kept under one account as well.

However, this option is not completely secure and the separation can be circumvented. Each admin has access to data from all groups. Depending on your use case the flexibility afforded by these workarounds may be desirable: Can I use the same Support account for customer support and HR workflows?

To set up agent access restrictions, create different groups and make sure agents can only see the tickets assigned to their groups:

• (Support and Suit Team, Growth and Professional) In the agent's profile, set Access to Tickets in agent's groups.
• (Enterprise) In the custom role for the agent, select Within their groups under Tickets they can access.

Two Zendesk accounts

This is the most secure way to separate your agents and it is the preferred method when data privacy is the biggest concern. It does require purchasing two subscriptions and may be a heavier lift to set up initially but is the most flexible solution in the long term because workflows can be easily changed. You simply set up your two Zendesk accounts independently.

To share a ticket between two instances, set up a sharing agreement between both accounts. A sharing agreement grants another account permission to work on your tickets. Only shared tickets can be accessed by the other account. For more information, see the article: Sharing tickets with other Support accounts.

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Can I restrict agents to see tickets only in their own groups? How do I stop a team from viewing another department's tickets? Is it possible to limit ticket access by group?

Yes. You can create a private ticket group or team to restrict access. When you make a group or department private, only team members or support persons from that team view tickets assigned to it.

What are the plan limitations for private ticket groups? Which pricing tiers support group access restrictions? Can admins see tickets from all teams?

If your pricing plan or pricing tier does not include private ticket groups, you have two alternatives: one Zendesk account or two Zendesk accounts or instances. Every admin maintains access to data from all groups or teams. On Support and Suit Team, Growth and Professional plans, you set Access to Tickets in agent's groups in the profile of the team member. On Enterprise plans, you select Within their groups under Tickets they can access within the custom role.

How do I securely separate tickets between different departments? Why should I use two Zendesk accounts for data privacy? How do two instances share tickets?

To achieve maximum security for data privacy, use two separate Zendesk accounts or instances. This preferred method requires two subscriptions or staff licenses. You can set up a sharing agreement between both accounts to share a ticket. A sharing agreement grants the other account permission to work on your tickets, and the other account can only access shared tickets. Alternatively, you can use one Zendesk account to keep all team members under a single subscription, but this option is not completely secure and users can circumvent the separation.