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Restrict Agent Access to Certain End Users



Posted Nov 12, 2022

We have a number of customers that have sensitive data or information in Zendesk. We also have employees that need to be restricted on what types of data they have access to. It would be helpful if we could limit an agent's access to historical tickets for a list of specific end users, and then add additional end users as we want specific agents to work on their tickets and see ticket history.


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Has there been an update to this feature request?  We also have agents that we need to disable access to specific organizations and end users.  Are there any tools to allow us to make this happen?

Example:

  • Organization Acme > Visible to Agent Adam, Baker, David > Not visible to Agent Charlie
  • Users and tickets from Acme, same.  

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image avatar

Alina Wright

Zendesk Product Manager

Hi both,

We are currently working on enabling multiple departments in one instance. Part of the features is the limitation of end user access if you don't belong to that department. 

e.g. if I'm in Brand A, agent A, I can't access end user info that has interacted with Brand B.

If you're on a an enterprise plan AND would like to help us test prototype for multi dept (and eventually partitioned end user access), please schedule time with me here.

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Hi Alina,  

Do you have an update on this functionality?  or somewhere we can follow the development of it.

 

Thanks 

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