Agent group permissions and searching tickets

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  • Kristen

    Hi @...! Thank you for this helpful post.

    I was wondering if it is possible to restrict agent access by STATUS of ticket (Solved/Closed specifically) without un-assigning agents from tickets. The initial way I had thought to do this was by: (1) removing assignment of the ticket upon Solved/Closed; (2) resticting agent access to only tickets they're assigned to. But this will harm a number of other features we care about (e.g. using Playlist Ticket Assignment app to reassign tickets from the same user to the previous agent that has worked on tickets from them). Is there a way to restrict agent access from viewing tickets of specific statuses?

  • Brett Bowser
    Zendesk Community Manager

    Hey Kristen,

    At this time there's no way to restrict access to tickets by status. These tickets would either need to be assigned to a group that the agent doesn't have access to, or the view these agents have access to would need to be set up to filter out tickets in solved/closed status.

    Keep in mind that they would still be able to search for those tickets but at least they would be filtered out of their views.

    Let us know if you have any other questions!

  • Daniel

    Hi @... - can you confirm, is there really no way to limit which users and organizations show up when searching, even when the agent can only see tickets requested by users in his/her organization?

    Per the initial reply on this thread: "Although restricting an agent's access to see only tickets in their group restricts what tickets they can see in the search results, this does not affect the visibility of other search results, such as users or organizations."

    I noticed that when I put an agent in an organization and set it so the agent can only see tickets requested by users in his/her organization, they can still search for all users. 

    In fact, that can even create tickets for other end users not in their organization, but then they can't access that ticket. Can you please help me ASAP? Thank you!

  • Gab Guinto
    Zendesk Customer Care

    Hi Daniel,

    Yes, that's right. At this time, there's no way to restrict search results for users/organizations, and prevent agents from creating tickets for end-users outside their organization. I tried to search other forums for any workaround, but I didn't find anything. Sorry about this, Daniel.


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