Restriction on individual tickets or groups

43 Comments

  • Justin
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    +1. How would an organization handle HR / confidential requests? We have agents that need to be able to see tickets from other groups, but not EVERY group.

    1
  • Leandro Batista
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    +1. Precisamos também restringir os acessos de tickets do grupo RH e Financeiro. Atualmente somos forçados a realizar alguns processos fora do ambiente Zendesk para que estas informações "sensíveis" não sejam acessadas por qualquer colaborador.

    0
  • Janiece Caldwell
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    Any updates on this? Splitting into another instance is not ideal and would love to be able to restrict a subset of tickets from most agents.

     

    Thanks!

    1
  • Frank Kao
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    Adding my vote

    1
  • Logan Bates
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    +1.  This has been a big obstacle for our organization too. It disrupts everything from ticket workflow to account settings. Restricted viewing access for a selected group, or groups, that contain sensitive information would be an extremely useful feature and would reopen options to the features that make Zendesk great but we are currently unable to use.
        

    1
  • Daniel Savage
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    +1 !

    1
  • Alex McFarlane
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    Any update on this from Zendesk?  We are using Zendesk in an HR setting but cannot expand our use of Zendesk without this kind of functionality. 

    Although we love the system this means our long-term plan will have to be based on moving to a different product.

    2
  • Pete
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    Same here

    0
  • Luana Cristina Do Amaral Peixoto
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    Great suggestion.

    To suit us, the restriction could be by function.

    Thank you.

    0
  • CAMILA RIBEIRO LEAO SANTOS
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    Excelente sugestão! Para adequar, uma restrição pode ser executada por uma função.

    0
  • Justin
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    Can we get an update on this highly requested feature? Seems like a lot of companies would benefit from being able to use "exclude" statements for tickets, groups, etc. It's not ideal having to add agents to all groups except one, just to say "they shouldn't see HR tickets"

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  • Elyssa Kolber
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    This is a highly needed feature.  For our case, we are trying to lock social-created tickets so that non-authorized agents are not publicly Tweeting or posting on our Facebook account.  Considering the added security features needed to set up the social accounts, I was shocked that once linked every single agent has the ability to handle one of these tickets with zero ability to silo.

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  • Teri Hines
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    Adding my vote for this feature as we need to have certain tickets restricted to a group and the current settings are too clunky to be of use.  We would like to have the option to default to all but then eliminate certain groups from the "all" access.  

    0

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