About private ticket groups

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42 Comments

  • Sam

    Is there an update on Explore respecting private groups? 

    https://support.zendesk.com/hc/en-us/articles/4767122732058/comments/4809959742106

    2
  • Neil
    Zendesk Customer Care
    Hi Viktor,
     
    Private group are aimed specifically for agent usage and will not apply to end-users.
    Organizations ticket restriction apply to end-users, not private groups. You can check here for details about ticket restriction of end-users at the organization level.
    0
  • Dana Beugless-Spies

    I haven't found the answer to my question in this thread yet, so here goes.

    I have created a new Group A to which I will be adding a bunch of new agents to. They have not been in ZD before, and I do not want them to see any of my other Groups (B,C)'s tickets... either current or past. So, I've made Group B and Group C 'Private', and unfortunately a new Group A Agent is still able to see historical tickets that were part of Group B or Group C. How do I restrict visibility into historical tickets under Private Groups from Agents NOT in the Private Group?

    0
  • Alina Wright
    Zendesk Product Manager

    Dana Beugless-Spies

    I think you're on the right track. Head over to Admin Center > People > Roles. Ensure that the agents assigned to the role have ticket access type set to, "Within their groups". This means that they'll only see tickets in groups where they are members and not any other groups. 

    0
  • Dana Beugless-Spies

    Thank you Alina. It turned out that the new agent had been cc'd in some old tickets which are part of the Private groups, and hence was able to see those tickets. All roles and group definitions have been updated, and I'm good to go... for now! :)  Thank you!

    0
  • eclect taira

    Hi!

    Is there a way to prevent a private group from mentioning members outside the group?

    0
  • mfg

    eclect taira

    this doesn't directly provide the solution you're asking about - but It seems like this could be handled as a training issue. what i mean by that is that agents might be doing mentions because they need /some/ info, but im guessing the issue is that you don't want them to have /all/ the info, or on-going access to the ticket. to limit/govern that access, training the agent to use a side conversation email may be the best way of accomplishing that.

    1
  • Aaron Miller

    So many users have admin access so they can work with various aspects of their workspace at our organization.  This feature would be much more useful if you could limit admins from being able to access those tickets. Or better yet, allow specific agents (maybe a group) to work with views or macros without having to have admin access.

    1
  • Sydney Neubauer
    Zendesk Luminary

    What is not documented is that Side Conversations to Private groups can no longer be edited even if the requester of that Child ticket is wanting to make an edit. This breaks all current functionality when we need to reach out to HR for answers and it is not documented in this article.

    A conversation with Zendesk confirms this is the new behavior and expected. Please change this as in order for our teams to be able to communicate to private groups, they need to have all ticket access or create many SC with the group to continue the conversation

    0
  • Kalle Windefalk

    Also wondering!

    Is there an update on Explore respecting private groups? 

    https://support.zendesk.com/hc/en-us/articles/4767122732058/comments/4809959742106

    0
  • Bobby Koch
    Zendesk Luminary

    Scnario

    Public Group: Support

    Private Group: Audit

    If I create a side conversation from a ticked in Support, to Audit, do the messages that happen in the audit side conversation make their way back into the parent ticket? 

    0
  • Paolo
    Zendesk Engineering
    Hi Bobby,
     
    Yes, the message/comment update in the side conversation, that has been assigned to Audit group(private) will appear in the parent ticket. I can see that you are in the Support Enterprise subscription. Your subscriptions comes with a Sandbox environment. In case you have any workflow that would like to explore or test similar to the scenario above, you can do that in your Sanbox. For more information, kindly check this article: Testing changes in your standard sandbox.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
    0

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