Creating private ticket groups and granting agents access

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6 Comments

  • Kinya Brown

    Is there a limit to the amount of private groups you can have?

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Kinya,

    There is no limit to the number of groups/private groups you can have.

    Hope this helps.

    0
  • Chris Pols

    Hi, I am trying to grant access to my Groups to allow them to move tickets into other groups that they are not a part of, but I cannot find the option.

    In my Admin portal, this does not exist:

    1. In Admin Center, click  People in the sidebar, then select Team > Roles.
    2. On the role for which you want to edit access, click the options icon () and select Edit.
    3. Under Tickets they can access, make your changes to the ticket permissions.
    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Chris,

    Custom roles are available for plan Suite Enterprise or standalone Support Enterprise and up. You can check your plan here.

    For plans below the Enterprise level, the ability to move tickets into another group is determined by their Ticket access in their profile.

    • All tickets access will allow them to have access to all tickets and assign tickets to all groups.
    • Tickets in agent's group allow them to have access to only tickets within their group and assign tickets to groups they are part of.
    • Tickets in agent's org allow them to have access to only tickets within their organization and assign tickets to organizations they are part of.
    • Assigned tickets only limits their access to tickets assigned to them and they cannot assign tickets to anyone.

    Hope this helps.

    0
  • Kumar, Satish

    I have added my Agents to the Private group and they have permission to access tickets "Within their groups" but they are unable to see the tickets in the View I created specifically for the Private group members.

    They are able to see tickets in the view only when I change their ticket access permission to "All, including those in private groups".

    Please help!

    0
  • Darenne
    Zendesk Customer Care
    Hi Satish, welcome to Zendesk! Due to some clarifications that need to be asked regarding your concern, I'll go ahead and create a ticket for this so our Advocacy team will assist you further about your concern. 
    0

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