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Give ticket access to select groups
Posted Mar 17, 2022
We have a use case come up twice to give groups a shared ticket access so that groups can share the same view/ticket access rights. Unfortunately because of the sensitive data of other groups, we can only give group access only or ALL access to tickets which is not a viable option for us.
Could you all please work on something that would give access to certain tickets to certain groups only? That would be helpful in our situation.
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3 comments
Alina Wright
Darren Hua Hi there, PM for Roles and Permissions here.
Thank you so much for taking the time to provide feedback. Can you tell me a little more about how often this tends to happen? How do you solve for it today? What is the typical nature of the ticket that two groups need access to?
Thank you so much!
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Darren Hua
Hi Alina,
Thank you for your response. We work in an internal IT organization where there many IT groups that need to coordinate with each other and for easier access of escalation and coordination, we need several groups to see each other groups´ tickets. Normally in this case it involves 2 to 3 groups and this has been requested on several occasions.
The other example is one group needs access to another group´s tickets but that group has Zendesk talk functions so they do not want to have talk capabilities (though I understand that perhaps they can not be given a talk license or be on invisible status) but this messes with stats and is also a strange workaround. Moreover creating a new group to involve all of them adds an unnecessary layer of complexity.
We however must remain compliant to certain IT standards of privacy since we have many different groups on both our zendesk accounts so we CANNOT give access to ALL tickets.
Please consider this request in the future.
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Melissa Freeman
I am also looking for the possibility of giving agents access to 2 to 3 groups' tickets, not all tickets. This would enable us to share a Zendesk instance with another team. We have 3 teams that work together very closely, and 1 team that works completely separately. I think I'll have to recommend they have a separate Zendesk instance, which seems unfortunate to me.
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