Add option to limit agents to tickets in their own brand using roles
In order to have a simpler and more general control over the tickets that agents can see, I would like to request a new option under the "Accessible Tickets" section of Roles:
"All within this agent's brand"
Appreciate you taking the time to provide feedback. I'm the product manager working on permissions and I wanted to give you a quick update. To reiterate your request, you'd like to limit agents ticket access by brand. Would this be in addition to groups? Can you share a little more about the problem you're experiencing today?
This is a request that we're starting to hear more often, especially around brand restrictions at a more global level. While I don't have an ETA to share with you at this time, it is something we're exploring and researching to slate for the future. Thanks again for your feedback - keep it coming!
Thanks for the follow-up. I'd be happy to share more details.
The request would be to easily allow a staff member access to all tickets on their brand, regardless of the groups they are in - meaning this role would overpower any group limitations.
In our case we have a very large number of groups due to the nature of our business which is also ever-changing and growing, and it takes a lot of manual effort to update all the staff members who need access to certain tickets. Add to this the fact that a user profile can take a long time to load if the staff member has a lot of assigned tickets, and the task of updating groups becomes even more time consuming.
Please let me know if any more details are required or if something isn't clear and I'll be happy to update.
Alan We are definitely in the same boat re: frequently needing to update a large number of groups for a large number of agents.
I am curious - if that was easier to do, say via csv bulk import or something, is that a better solution than a new role permission by brand? Or are there other reasons for brand-based permissions for tickets?
And Alina Wright would enhancements to bulk importing/updating users be feedback for your team, or does that belong to a different PM?
We're actually building out something that may be helpful to your issue of having to manually add agents to tons of groups. We'll be introducing the concept of public groups - groups that are available for anyone that has the permissions 'within their groups and public groups' assigned. This should reduce the load on group user management. You'll still have private groups that only those who are assigned to can access.
We are still looking into brand based access, e.g. you can ONLY see the objects within your brand but I'm hoping that this new groups enhancement will also help you!
Let me know what you think and if you have any other roles & permissions requests.
Stephen Belleau - that is for another PM but I'll send him this link so he can engage with you.
Alina Wright Would this allow us to restrict certain Ticket Forms to only be visible to certain groups? We'd love to be able to allow specific groups view specific Ticket Forms vs. everyone seeing the entire list of forms available.
No, there wouldn't be any impact on individual ticket forms. This only pertains to groups as a whole.
Can you share more about ticket form view granularity? Why is this an issue for you today? What would limiting what information certain groups could see enable your organization to do? Can you provide some examples of what type of ticket form information you'd like to toggle?
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