Hide End User List to Light Agents


  • Edwin Schukking

    Hi 砂川 祐子,

    When engineers and remote members work on a reported issue in a Zendesk ticket, could you possibly see this as an escalation?

    Because in that case, the customer support could contact them using Side Conversations and thus control what information is being shared with the engineers and/or remote members.

  • 砂川 祐子

    Thanks, Edwin Schukking

    You're right about escalation using Side Conversation.

    One more thing, I forgot about an important use case.
    Members who only write Help Center articles within Zendesk Guide do not need to be able to view the end-user list.
    Is there a way to get them to draft a Help Center article without showing them the end-user list?


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