Agent group permissions and searching tickets

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8 Comments

  • 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?

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  • 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!

    1
  • 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!

     
     
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  • 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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  • Denver CB

    Hi everyone,

    Our company uses Zendesk and we have set up a group for each of the different teams (e.g. Inventory, Accounts, Customer Support, etc). Each user is set up to view only the tickets that are assigned to their groups so as to protect data privacy (e.g. only Accounts team should be able to see tickets with sensitive bank details).

    Scenario:

    Agent A from Customer Support group is working on Ticket 123. However, he needs Inventory to make stock available before he can complete Ticket 123, so he raises a side conversation child ticket 456 and assigns it to Inventory group.

    Questions:

    1. Since the child ticket is assigned to a different group, will Agent A still be able to see child ticket 456?
    2. If he can, will other agents from Customer Support group also be able to see it, so that if Agent A is away, anyone from Customer Support can check the parent ticket, and see the status of the child ticket, and proceed as normal?

    Thank you.

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  • Neil
    Zendesk Customer Care
    Hi there,
     
    To answer your questions.
     
    1. Since the child ticket is assigned to a different group, will Agent A still be able to see the child ticket?
    • Yes, Agent A will be able to see the child ticket as Agent A is the ticket requester for that child ticket
    2. If he can, will other agents from Customer Support group also be able to see it, so that if Agent A is away, anyone from Customer Support can check the parent ticket, and see the status of the child ticket, and proceed as normal?
    • Other agents won't be able to view the child ticket since it matches the ticket restrictions applied to their role though they will be able to view the updates on the side conversation button.
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  • Riah Lao

    Is there a way to limit search for agents so they do not cherry pick tickets?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Riah,
     
    I think the only way to do that would be a limit agents so they can only view tickets in Groups they're assigned to and tightly control which tickets are in those Groups, or assign ticket directly to agents. But that can have unwanted side effects, since it can be helpful for agents to search previous tickets on the same subjects in order to avoid having to "reinvent the wheel" for similar tickets. Agent group permissions and searching tickets
     
    It might instead be worth looking into why agents are cherry-picking to begin with, and try to address those issues. I wrote a blog post about this that might be helpful: The four C’s of cherry-picking
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