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Restriction on individual tickets or groups

Completed


Posted Mar 09, 2016

Hi Zendesk Product Team,

I would like to see a function whereby you can set limited access to specific tickets and/or groups, so that only selected agents or admins have access to the specific ticket or group

I know there's already a similar function in place, whereby we can restrict access for individual agents, so they only can access only e.g. tickets tickets assigned to them, groups they are part of, etc.

For the majority (99%) of our tickets, we want all agents to have access, however there are some instances where we only want a small number of people to have access to some tickets, due to the sensitive / confidential nature of these.

This means that the already existing function is not feasible for us, and is certainly not scalable. This solution is very similar, but sort of in reverse!

Thanks


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82 comments

Just to add to this as it seems although things may have changed over the past year, there are still ways (esp by simply using search) that if you know what to look for, you can easily find tickets that do not relate to your Group.

FreshDesk is offering this, so it seems logical that Zendesk offers such an ability. Recent support replies have even hinted at setting up a second instance with data-share, that seems madness to me. The simplest of ticketing systems (say, OTRS) allow this so I'd say it needs to be something that's put into your sprints, if it isn't already!

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Voicing on opinion on the subject: This is a basic functionality in many other ticketing systems. This is also part of the problem why many other ticketing systems are hard to use and manage.

Even if there would be a perfect technical solution to hide details from different agents based on this and that we are left with the managing part which gets hairy very fast.

As soon as we start to restrict the whole 360 view of the customer which is the basis of modern multi channel customer service systems and processes and have a situation where we can't trust that all that we see is really all that there is we are sort of "going away" from the whole idea on which for example Zendesk runs on and does a pretty good job.

On technical side then at first glance this feature request for limitins groups out totally seems pretty straight forward but when you start to go into details and start to really look into what to do with the user profile, what to do with reporting, how this affects different apps and channels etc it also get very hairy.

What we have as a Zendesk partner done with customers is we have left these groups out of Zendesk for the time being. Not just because you can't do it easily but also because when you start limiting and managing those limitations many times, not always, but many times even without the technical limitations we have come to the agreement that adding these restrictions would hinder and make difficult all the other work in Zendesk to that point that things work better and more efficiently if we keep the 360 idea of the customer inside Zendesk which everyone can count on.

Saying all this, as a Zendesk Partner we have a lot of customers who are asking for this and a lot of customers where the deal might hang on this kind of a feature so really looking forward if Zendesk finds a way in the end to implement this and other kind of Enterprise restrictions which are found in other systems but do these implementations in the Zendesk way so that it's not a total pain in the **s to both work with and manage :)

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Kris

Zendesk Luminary

+1 to this idea. As we have expanded our usage of Zendesk group management has become more and more of a burden. Like the original post, we want most of our agents to have access to the majority of tickets without needing to add them each time a group is added while having the ability to restrict some users to only specific groups.

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Just +1'ing everyone else here.  This would be a helpful feature for us and it would be great to hear an update from the Zendesk team, since it has been a couple of years!

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Adding my vote to this too, we need to restrict individual groups/tickets for HR/Payroll coming onboard and a separate instance isn't ideal for our use case. For all other teams/groups already in Zendesk it's not ideal to have them in 30+ groups or to not see all other tickets so we really need an option to restrict just one group rather than all.

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Max McCal

Zendesk Product Manager

Hey, everyone –

I was not aware of this thread until it was pointed out to me today. Great to read all these comments. We are currently working on an enhancement to ticket permissions that should address this point of (very old) feedback. We're making major technical changes to support it, and we're not ready to announce a release date yet, but we do have plans in this area. Thanks everyone for your feedback.

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I'm glad to hear this is finally being worked on.  This should have been a fundamental restriction years ago.

I see where you can provide permission by Group.  However, IF the Requester and the Agent are the same, the Requester/Agent can see the entire ticket and private notes. So "grouping" in this instance fails to protect any information in the ticket that the Requester/Agent should not see.

The only way around this is to have a separate instance of Zendesk which becomes difficult to manage. 

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This would be useful we are in the same situation

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Adding feedback that this is an essential feature for us. Due to GDPR regulations, tickets containing any personal data must be restricted to essential business needs based access. We could accomplish this using a "private group" feature. Thanks for any updates!

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Im also adding my vote. Tris is very much needed!

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Alina Wright

Zendesk Product Manager

Hi all,

I wanted to provide a quick update that this is currently in progress. On the surface, this may look like a simple enhancement but there's quite a lot of work for us in enabling this. Keep an eye out for more updates in the next few months. 

Happy Holidays!

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Could we have an update on this please?

Allowing us to select agents who can access tickets in multiple groups (but not be part of the group) would be a huge, huge benefit. As a new customer to Zendesk I'm disappointed it is not an existing feature.
In our use-case, we have different departments using the same Zendesk instance and each department has multiple groups. The groups from one dept needs to see all their dept tickets but not the tickets of another dept. We are already using Organisations for our customers (we are a multi-org company). We have been able devise a workaround using more groups but it's a complex arrangement and not ideal at all. 

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+1 to getting an update.  I see that there was a potential update being teased out on 12/2021.  When might we have the latest status of this request?

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Alina Wright

Zendesk Product Manager

Hi all! I just wanted to provide a quick update that the new feature, Private Groups, is currently being tested with a small cohort of customers. There are a few things we need to get done prior to General Availability but this will be available to all in within 3 months or so. Thanks for your patience and continued feedback. 

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Alina Wright

Zendesk Product Manager

Hi all,

Quick update, we're still working on this and have run into a few technical difficulties. We're looking at a general availability for all enterprise plans in the next few quarters. Thanks for your patience as we build this out.

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Thanks Alina Wright!  This is preventing us from scaling Zendesk into other departments.  I'm still surprised this has been a feature request for years, and we're still a few quarters away. 

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Alina Wright

Zendesk Product Manager

Anthony Del Campo - I hear you. We're trying to get it out the door as fast as we can. 

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+1 . This would be very helpful.

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Hi Alina Wright

Any update on the GA? 

Thanks!

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Brett Bowser

Zendesk Community Manager

Hey Ron,
 
We recently released the Private Groups functionality which you can find out more about here: Announcing private ticket groups

 

Hope this helps!

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Hi Brett Bowser

Got it, and it hit our account today. Thanks! 

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This is basic functionality, but it's only available on the most expensive pricing tier.

Is there any solution planned for your 'most popular' pricing tier?

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