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

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10 Comments

  • Michael Cusimano

    Is there anyway for me to prevent the account owner from seeing ticket request that come in via the email channel?

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Michael,
     
    Thank you for reaching out to Zendesk Support. 
     
    In regards to your concern, you can disable the following trigger "Notify all agents of received requests" and enable only the "Notify group of assignment" to make sure that only agents that are assigned receive the email notification. 
     

     
    You need to make sure that there's only a specific group that receives specific incoming emails and that the selected default group is not selected when you edit the trigger, since the account owner will always belong to the default group. 
     
    Thank you!
     
     
    Kind regards,
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  • Support Admin

    There is no field Access in the user profiles in my instance. Did they move where this is set?

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  • Dave Dyson
    Hi Support Admin,
     
    You won't see that field for Admins, because Admins have access to all tickets. You'll only see this in the user profiles for Agents, so you might need to add a non-Admin agent, or change an Admin to an Agent in order to see this.
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  • Ben S.

    I also don't see the "Access" drop-down for a non-admin user.  

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Ben,
     
    If you're on our Enterprise plan, you do not set agent ticket access in the user's profiles. Agent permissions are determined by the custom role you select for the agent. 
     
    For more information, see the article: Custom agent roles.
     
    I hope this helps! Thank you!
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  • Gerard Masnou Artigas

    Just like Ben and Dave, I don't see the "Access" field in the user profile, regardless of their role. We are not on the Enterprise plan either. 
    Has this setting been moved elsewhere?

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  • Marine
    Hi Gerard! 

    Would you be able to confirm that this Access setting is not available on users profiles with an Agent role? 
     
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  • Gerard Masnou Artigas

    Hi Marine, 

    That is correct, users with the role "agent" do not have that setting available under their profile.

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  • Marine
    Hi Gerard,
     
    I've created a ticket for you with our Support to look at this deeper. You can expect an email shortly!
     
    0

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