Restrict groups from viewing Side Conversations

4 Comments

  • Nicole Saunders
    Zendesk Community Manager

    Hi Stacy -

    Thanks for sharing your feedback. Can you provide any additional detail about your use case - how often this issue is coming up for you, where in your workflow it arises, etc.?

    If other users have similar needs, please up vote Stacy's post and add details in the comments below.

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  • Sydney Neubauer

    One of our workflows involves Agents in the same instance. As they are requesters on the tickets, they are able to access the ticket they have requested. This includes any internal notes added. 

    Agent workspace could be an option for any internal conversations needed to discuss the request but does not work as they are able to see the side conversation. Right now we are using the honor system

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  • Nicole Saunders
    Zendesk Community Manager

    Thanks for adding your thoughts, Sydney. 

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  • Stacy Areas

    Hi Nicole, 

    This issue came up every time a side conversation was created via slack. All channels we use are private channels, but all agents with access to view tickets have the ability to view these side conversation even though they may or may not be members to the slack channel. For this reason we are not using this feature as we have no way to limit who views this sensitive information.

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