|Announced on||Rollout starts||Rollout ends|
|July 31, 2023||July 31, 2023||August 29, 2023|
Zendesk is excited to announce a new experience for agents who request tickets that are assigned to private groups.
On Enterprise plans, agents (including light agents) submitting tickets that are assigned to private groups can no longer see private comments and agent-only fields in the ticket. The agent requester won't be able to retrieve the ticket anywhere in the Zendesk Agent Workspace, including views and searches. Instead, they'll access these tickets as an end user, either through email or the help center. To access the ticket via the help center, your Zendesk instance must have Guide enabled with the permission to Enable agents to manage requests from Help Center.
This change in access only applies when the agent is the requester. If the agent requests the ticket on behalf of someone else and the agent's name isn't specified in the Requester field, they will retain typical agent access to the ticket.
Previously, even if the agent was the requester, they preserved agent-like access to the ticket and could see private comments, agent-only fields, and access the ticket within the Agent Workspace.
Why is Zendesk making this change?
By restricting access to private comments and agent-only fields when an agent requests a ticket, internal departments can now collaborate privately within tickets without alerting the requester with all of the details discussed. This ensures more secure conversations between and within departments without requiring the additional overhead of managing more tickets.
What do I need to do?
This change is being rolled out to all Enterprise and Enterprise Plus accounts automatically.
If you have any users in legacy agent roles, they must be assigned to a non-legacy agent role for this new experience to work. Agents in legacy roles will still be able to view public and private comments in tickets they request, even when the ticket is assigned to a private group they aren't a member of.
Request for feedback
Zendesk is seeking feedback on this functionality and how we can improve it to better meet your functional needs. Please provide your feedback in the Community or schedule a user interview for a more in-depth discussion of your feedback.