" Restrict tickets to agents within a group" functionality



  • Official comment
    Alina Wright
    Zendesk Product Manager

    Hi everyone, thanks for taking the time to engage on this thread. I have good news! We are currently in the process of developing private groups which should solve for "We would like the ability to prevent agents in certain groups from seeing specific tickets assigned to other groups". 

    Keep an eye out for announcement in Q3 of 2022 for general availability! 

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    You can restrict with roles:

    Understanding Zendesk Support user roles


  • Lloyd Norman

    Hi Lou

    This does not tackle the problem we are having as it would prevent other groups from working with one another. 

    We would essentially like groups to be the controlling factor, not roles. Otherwise, using your advise would mean we would have to have certain agents applied to multiple groups to see other tickets required. (Whereas in reality, they are not part of those groups and thus other factors like views, macros and etc would be inadvertently affected too).

    As an example:
    I'm part of the security group, I want only my group to see security tickets assigned to them. 
    This should not however affect my ability to view other groups' tickets.

    Essentially, rather than limiting what certain people can see, we want to limit what everyone else can see instead.

  • Hello Lloyd.


    I'm not sure if this fixes your problem, but we use the Assignment Control app for Zendesk.


    Otherwise, if this does not fix it, i think the only solution as for now would be your agents would setup custom views.

    This app can limit the groups your agents can see, an example is a hidden group.

  • Lloyd Norman

    Hi Jysk IT en del af Sagro I/S and Alina Wright

    Following up on this, the private Group Function has fixed all the above issues! (Woohoo!)

    Just updating this thread in case others run into it. 

  • Alina Wright
    Zendesk Product Manager

    Lloyd Norman 🎉 🎉 😁 so so glad to hear it!


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