About private ticket groups and how they work

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21 Comments

  • Scott Dinner

    Can private groups and tickets be viewed in Explore if you don't have access to the private groups?

    4
  • Alina Wright
    Zendesk Product Manager

    Question: Can private groups and tickets be viewed in Explore if you don't have access to the private groups?

    Answer: For now, yes. However we are working to get Explore to respect ticket privacy.

    2
  • Scott Dinner

    I have a use case where we had two groups of agents (I'll call them groups A and B) that needed to be combined into a new group (I'll call them group C). I removed users from groups A and B and added those users into group C. I then replaced/updated/added the new combined group C to all views, triggers, automations, user segments, macros, reports etc. that pertained to groups A and B.

    I was told for historical reporting purposes to not delete the old groups (groups A and B). I would like to be able to remove the old A and B groups from being visible in the assignee dropdown on new tickets. I would like to have tickets part of the older A and B groups visible for all agents to search for in the agent workspace and view in Explore. Would private groups be able to solve for this use case long term? What other options might there be for this particular use case?

    1
  • Alina Wright
    Zendesk Product Manager

    Just to make sure I'm reading this right.

    You want agents part of Group C to be able to search for old tickets in A&B and report on old tickets in A&B, but not have A&B show up in the assignee drop down?

    Private groups would not solve for this. Even if a member is not part of a private group, they could assign tickets to the group they are not a member of. Members who are not part of a private group, would not be able to search for those tickets.

     

     

    0
  • Scott Dinner

    Yes that's correct. Thank you.

    0
  • Jason Littrell

    Agents with the "Requested by end users in their organizations" ticket access can still view private group tickets linked to their organizations. Is this an issue that needs to be fixed or a limitation of the private group functionality?

    1
  • Alina Wright
    Zendesk Product Manager

    Jason Littrell - it's a limitation, "requested by end users in their organizations" ticket access is different from "within groups and private groups" ticket access. The organization ends up using the permission for end_user_profile to determine ticket access.

    0
  • Hampus Nygren

    Is it possible to limit access for people to set a group as private ?

    Since it's not possible to revert a private group it would be of high value to be able to limit the access to e.g. Admins.

    0
  • Moe

    I think the word "access" on the role settings page in Admin Center is throwing me off, so I want to make sure I clearly understand this part:

    If the checkbox is unchecked, an agent will only be able to assign tickets to groups they belong to. Once the ticket is reassigned AND the agent is not part of that group, that ticket is no longer visible to that agent.

    IF

    [✔️] Tickets within their groups and all public groups AND
    [✔️] Assign tickets to any group (Can assign tickets to groups they don't belong to, including private groups),

    THEN an agent who is in public group A and private group B can view tickets assigned to public group C, can assign tickets to private group D, but cannot view or search for tickets assigned to private group D. Is this accurate?

    If I want a role to be able to view, search for, and assign tickets to any public group but not any private groups, then they should be set up as follows:
    [✔️] Tickets within their groups and all public groups AND
    [     ] Assign tickets to any group (Can assign tickets to groups they don't belong to, including private groups)

    Is this also accurate?

    0
  • Alina Wright
    Zendesk Product Manager

    Hampus Nygren

    Question: Is it possible to limit access for people to set a group as private ?

    Answer: Not at this time, but this is valuable feedback.

     

    Moe

    Scenario:

    IF

    [✔️] Tickets within their groups and all public groups AND
    [✔️] Assign tickets to any group (Can assign tickets to groups they don't belong to, including private groups),

    THEN an agent who is in public group A and private group B can view tickets assigned to public group C, can assign tickets to private group D, but cannot view or search for tickets assigned to private group D. Is this accurate?

    Answer: Correct!

     

    Scenario: If I want a role to be able to view, search for, and assign tickets to any public group but not any private groups, then they should be set up as follows:
    [✔️] Tickets within their groups and all public groups AND
    [     ] Assign tickets to any group (Can assign tickets to groups they don't belong to, including private groups)

    Answer: Correct!

    1
  • Bobby Koch

    is this a new feature?

    0
  • Hampus Nygren

    Hi,

    When adjusting a role "Tickets they can access" to "Within their groups and all public groups" to enable this, the role cannot access suspended tickets. This causes a bit of problems.

    Could we have a separate permission added for the suspended tickets?

    2
  • Alina Wright
    Zendesk Product Manager

    Hampus Nygren

    Question: Could we have a separate permission added for the suspended tickets?

    Answer: Eventually, yes! We're working on some other big ticket items like separating out ticket delete and redact right now, but we'd like to get there soon.

    cc; Luiz Carlos Silva

    2
  • mfg

    Scott Dinner - you can use the Assignment Control app to handle that - https://www.zendesk.com/marketplace/apps/support/223590/assignment-control/

     

    0
  • Bibi Ru Aubeeluck

    Hi, 

    Is there a way to prevent a certain assignee/ assignee groups from assigning to a private group. 

    Thanks

     

    0
  • Alina Wright
    Zendesk Product Manager

    Bibi Ru Aubeeluck

    Question: Is there a way to prevent a certain assignee/ assignee groups from assigning to a private group. 
    Answer: Not at this time. I have logged it as feedback for future product iterations.

    0
  • Joel Hellman

    I'm not sure we have any use for this feature, but maybe it adds something I don't know. 

    I want to see if I understand this correctly. If we are an enterprise with dozen of departments, we don't effectively have any "public" groups. Some agents have ticket membership in lots of groups and the "Within their groups" permission. Many agents might have membership in some groups, but no group is public, because e.g. finance should not access customer tickets, and agents should not access finance tickets. 

    Given the situation above, would setting all ticket groups as "Private" have any benefit for us? I mean, they are effectively private already, but any benefit in toggling that "Private" checkbox?

    Or should we just keep them as-is (which I guess is "public") - ?

    0
  • mfg

    Joel Hellman - for us the value lies with the agents that have the access outside-their-groups permission - this creates a way to prevent them from seeing some tickets. This is helpful for us to cut down on agent workspace bloat (views, macros, etc), while maintaining their ability to access tickets they have reassigned outside their groups, but still needing explicit access granted for other groups' tickets.

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Joel,

    With a setup similar to yours, where agents are already restricted to tickets under their own groups, private groups may not be as userful. But for use cases similar to what @mfg described, this would allow keeping some groups/tickets from being accessed by all agents without the need to restricting ticket access at the role level for all agents. 
    0
  • Joel Hellman

    Thanks for your responses! I gather from your response our company don't have any use for private groups.

    Private Groups are just for customers that have some groups that are "completely public" for a common set of Zendesk agents (only one set, though), to ease administration a bit. 

    0

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