Recent searches
No recent searches
Ability to completely separate Brands
Posted May 18, 2022
Feature Request Summary:
Zendesk needs to the ability to completely separate Brands from each other so that a user who is a member of one brand can not see any information from another.
Description/Use Cases:
Currently, we have our IT Support, Property Maintenance, and HR teams all on the same instance of Zendesk. We assumed that everything was separated until members of the Property Maintenance team started reporting that the mobile app on their phone was notifying them of confidential tickets sent to the HR team.
Business impact of limitation or missing feature:
This is critical because tickets sent to HR can not be viewed by anyone other than them. Imagine your manager sends an email to HR saying "Mr Smith has failed his drug test..." or "Increase his pay to 1 million dollars/year" and anyone who wants to, can configure their Zendesk mobile app to show them that ticket summary in notifications. They can't view the whole request, but that summary is enough to know he failed a drug test or is being paid way too much.
Because of this, we are either going to have to move the HR team to their own instance of Zendesk or move them to another platform (depending on whether or not we can migrate their existing tickets to a new instance)
Other necessary information or resources:
I have discussed this with your support in case #10398497
5
3 comments
Collin C
Yes, this is the one thing I miss from hub-and-spoke. You can prevent agents from viewing tickets outside of their current groups, but I haven't ever seen an instance where it made sense to apply that restriction to everyone, considering how absolutely overloaded "group" is.
0
Alina Wright
Hi all, thanks for your feedback around the separation of brands. We are currently piloting Private Groups which I think should help solve for your use case.
Private ticket groups provide more granular control over the visibility and access to tickets based on group assignment by completely hiding private tickets from agents who don't have permission to view them. When creating a group, you'll designate it as either public (the default) with the group's tickets visible to non-members or private with the group's tickets invisible to non-members. Then, when defining custom agent roles, there are new ticket access permissions to specify access to public and private tickets.
We should be generally releasing this soon so please stay tuned!
0
Lorand Balint
We are also interested in this, we are 99% done with the setup so we managed to separate the brands but the only issue is that you cannot hide the Brand dropdown so brands can just move tickets to other brands. We don't want to allow this but more importantly, we want to hide brands from one another.
0