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Feature Request: Suspended ticket View - limit access to admins
Not Planned
Posted Mar 18, 2022
We would like to limit the access to the suspended tickets view to Administrators. Since all of our full agents have access to all tickets, they also have access to the suspended tickets view. However our regular agents are no IT specialists and therefore unfit to manage suspended tickets. With the view being there we can not prevent the full agents though from accessing.
Therefore it would be good to limit the access to the suspended ticket view similar to the deleted tickets view, which is by default accessible by admins only.
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6 comments
Glennie T. Sørensen
Great idea.
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Cheng-Chung Wu
Totally agree. Admins should have the opportunity to grant this permission for the other roles.
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Markus Schulz
This is a very important feature request! In our company only the IT dep. is allowed to release suspended tickets. due to security reasons. In the past Full Agents have released suspended tickets by themselves without informing the IT dep. This could be very dangerous for our IT system.
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Monica
Agreeing with Cheng Chung Wu's comment that admins should have the ability to grant suspended tickets view permission for other roles.
With the introduction of private groups and limiting most folks to only public tickets or those in their private groups, this disrupts the coverage we have for suspended tickets view. Ideally, they would still be able to access and work the suspended tickets view. Or along the lines that others have suggested, they should be able to view suspended tickets from public ticket groups or the private groups they're in.
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Sonali Maunick
Absolutely great idea! Admins should be able to decide who needs to have access to the Suspended Tickets.
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Salvador Vazquez
Hey Pat thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
We wanted to let you know that at this time we are not able to commit to building this feature. At this time that capability is limited to Enterprise plans only as laid out in this article. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
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