Question
Can I have customer-facing teams and internal teams with potentially sensitive tickets, such as Human Resources (HR) or Legal, work within the same Zendesk account?
Answer
Zendesk allows all agents to view all tickets unless you specify otherwise. Therefore, it's possible to use the same Support account for both customer-facing agents and internal agents. There are several privacy risks that you should consider, especially if the customer-facing agents will submit tickets to the internal team's agents as requesters. To prevent agents from accessing tickets assigned to certain groups, modify their role permissions.
- Restrict agents to groups
- Pros and cons of using a single Support account
- Pros and cons of using separate Support accounts
Restrict agents to groups
On the Enterprise plans, designate a group as private to ensure that agents outside of the group can't access tickets assigned to it.
Agents who don't have access to a ticket in a private group can't view it or search for it. Moreover, you can restrict the access of the agent requester, as an end user, to private comments or agent-only fields in the ticket.
If your account plan doesn't offer private groups, add agents to groups and restrict agents to only view tickets within their groups.
For more information on restricting agents' ticket access to groups, see the article: Creating private ticket groups and granting agents access.
Using the agent's role and group access to restrict their ticket access to tickets within their groups has the following limitations:
- If an agent needs to access tickets across multiple groups, they must be a member of all the necessary groups. When agents reassign a ticket outside of their groups, they can no longer access the ticket.
- Adding an agent as a CC on a ticket will grant them access to the ticket within the Support interface. This is expected behavior even if the CC’d agent does not belong to the ticket group.
- If an agent submits a ticket to an HR group as the requester, the agent is able to see all ticket fields and internal comments. This may be problematic if the assigned HR agent needs to add sensitive information about the requester.
Pros and cons of using a single Support account
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Pros and cons of using separate Support accounts
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