|Announced on||Rollout on|
July 11, 2022
July 11-28, 2022
Zendesk is excited to announce an enhanced privacy feature for Enterprise plans called private ticket groups. This feature will begin rolling out to accounts on July 11, 2022, and will be available to all accounts by July 28, 2022.
Groups have always been a way to organize agents and route work to the best-suited agents. It was possible to restrict agent access to tickets assigned to them, their groups and organizations, or all tickets. However, @mentioning or CCing an agent on any ticket would still allow the agent to receive notifications for all updates to the ticket.
Private ticket groups provide more granular control over the visibility and access to tickets based on group assignment by completely hiding private tickets from agents who don't have permission to view them. When creating a group, you'll designate it as either public (the default) with the group's tickets visible to non-members or private with the group's tickets invisible to non-members. Then, when defining custom agent roles, there are new ticket access permissions to specify access to public and private tickets.
Why is Zendesk making this change?
We understand that your time is valuable. These changes reduce the administrative workload required for Enterprise accounts by enabling admins to give agents access to all tickets assigned to public groups with a single setting rather than requiring admins to add individual agents to each public group. At the same time, it also increases the privacy available for sensitive tickets. It's a win-win.
What do I need to do?
You don't need to do anything. Private ticket groups is automatically available to all Enterprise customers.