Recent searches

No recent searches

Restrict groups from viewing Side Conversations

image avatar

Stacy Areas

Posted May 06, 2021

It's great that we can stop certain groups from starting or replying to side conversation, but it would be great if we could also restrict those groups from viewing these side conversations.

We have many private slack channels to avoid certain people from views things they shouldn't. We would like to have the same restriction when it comes to slack side conversation as this would help us maintain the privacy we need to keep sensitive information hidden.

7

7

7 comments

Date
    image avatar

    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.

    0

    image avatar

    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

    0

    image avatar

    Nicole Saunders

    Zendesk Community Manager

    Thanks for adding your thoughts, Sydney. 

    0

    image avatar

    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.

    0

    image avatar

    Evangelina Dalabehera S

    Hi

    If our request aligns with Stacy Areas, we would appreciate it if we could confine side conversations to a designated group. This way it will not impact, those who prefer the classic interface without side conversations.

    0

    image avatar

    Shawna James

    Community Product Feedback Specialist

    Hey all, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. I do want to note that there is another thread on this subject that may be helpful to review and chime in to share your thoughts. For others who may be interested in this feature request, please continue to add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

    0

    image avatar

    Toby Sterrett

    Zendesk Product Manager

    Currently we treat side conversations as part of the ticket, and as such, if an agent belongs to a group that can view the ticket, they can view the side conversations within it as well. Are you thinking it would be a roles capability like the creation/replying capability wherein they could view tickets based on their group, but not able to view the side conversations within them?

    0

    Please sign in to leave a comment.

    Didn't find what you're looking for?

    New post