We have agents in our ZenDesk instance who belong to specific departments, and they triage tickets for their department, and we have agents in our ZenDesk who triage tickets for another department. We don't want internal comments from one department being visible to agents in another department, even if they submitted the ticket.
For example, Bob in HR (who uses Agent Workspace) submits a ticket to our IT department that his printer is broken. John in IT (who uses Agent Workspace) gets the ticket, and starts writing internal notes on it to consult with other members of the IT team. Since Bob is also an agent in ZenDesk, he can view internal notes on tickets, including this one, because he submitted it, but that is not desirable for us.
I know we can restrict viewing of a ticket to particular groups, but exceptions are made for the submitter. And if the submitter is also an Agent in ZenDesk (and not just an End User) he can see the ticket in his interface, along with internal notes from agents outside of his department. This creates a security hole for us.
Is there any way to solve this currently within ZenDesk?
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