Restriction on individual tickets or groups

Planned

81 Comments

  • Matt McLeary

    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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  • Henkka (Pepron)

    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 :)

    1
  • Kris Karkoski

    +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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  • DonorsChoose

    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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  • Kate Levins

    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.

    -2
  • Anthony Del Campo

    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. 

    1
  • Katrina Cain

    This would be useful we are in the same situation

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  • Lisa Roskam

    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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  • Gitte Camilla Sallerup Madsen

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

    0
  • 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!

    -1
  • Marc Howe

    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. 

    0
  • Teri Hines

    +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,

    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.

    2
  • Anthony Del Campo

    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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  • antonio.lozano

    +1 . This would be very helpful.

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  • Ron de Vries

    Hi Alina Wright

    Any update on the GA? 

    Thanks!

    1
  • 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!

    1
  • Ron de Vries

    Hi Brett Bowser

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

    0
  • Alex McFarlane

    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?

    0

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