| Announced on | Rollout starts | Rollout ends |
| November 14, 2023 | November 14, 2023 | December 12, 2023 |
Zendesk is excited to announce new, more granular permissions for agents who request tickets that are assigned to private groups.
What's changed?
On Enterprise plans, admins can now decide what level of visibility and access agents (including light agents) have to tickets they submit as the requester. You can choose from the following options:
- Show all internal notes: Agents preserve agent-like access to tickets they request.
- Hide internal notes on tickets assigned to private groups: The agent experience operates as it did previously. Agents who submit tickets that are assigned to private groups lose access to private comments and agent-only fields in the ticket. The agent requester can't retrieve the ticket anywhere in the Zendesk Agent Workspace, including views and searches. Instead, they must access these tickets as an end user, either through email or the help center.
- Hide all internal notes: Extend the restrictions to all tickets requested by agents, regardless of the group it is assigned to.
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.
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.
However, we recognize that this solution won't work for everyone. The new options give admins more granular control over the agent experience and ticket workflows for tickets requested by agents.
What do I need to do?
This change is being rolled out to all Enterprise and Enterprise Plus accounts automatically. If you'd like to change your current settings for agent access to tickets they request, see Restricting agent access to private comments in tickets they request.