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
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:
- (Team 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.
12 comments
Arianne Batiles
Hi Stefano,
We have an updated UI and the permissions are not found in the Admin Center.
See this article for more details.
0
Stefano Giovanazzi
Hi,
with the professional Suite, in the agent profile page, we cannot find the fields visible in the screenshot attached (where you can set Access grant, Role, etc). Can you help us?
Thank you,
Stefano
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Marine
I've created a ticket for you with our Support to look at this deeper. You can expect an email shortly!
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Gerard Masnou
Hi Marine,
That is correct, users with the role "agent" do not have that setting available under their profile.
1
Marine
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
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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Gabriel Manlapig
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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Ben S.
I also don't see the "Access" drop-down for a non-admin user.
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Dave Dyson
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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Support Admin
There is no field Access in the user profiles in my instance. Did they move where this is set?
0
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