Restricting internal notes visibility to a particular group / role / brand

Planned

5 Comments

  • Official comment
    Alina Wright
    Zendesk Product Manager

    Hi Mark - we're about to release a new feature called 'agent as a requester' where if the agent is also the requester AND submitting a ticket to a private group, they won't be able to see or post private comments (including light agents). Keep an eye out for the release in late July / early August.

  • Sydney Neubauer
    Zendesk Luminary

    So glad to hear that this is becoming a feature! We primarily use Zendesk for our internal teams and did not want to have a separate instance where requesters were not agents just so they can't see the internal notes

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  • Lloyd Norman

    Hey Alina Wright

    We have a user case where tickets are being raised from our side but are sent to an external requester. Multiple groups need the ability to see said-tickets, however, there's certain notes that we would only like to have available for a specific group(s) - mainly for auditing/compliance reasons.

    Ideally, we would like the ability to limit certain notes to a group or multiple groups (dependant on what the agent who's composing said-note selects). 

    The current work around is that we'd have to create a private group and send a child ticket off the back of that, in order for the specific people that need the ability to see these notes - but no one else. This in turn can lead to complication with regards to ticket data output and other MI based issues.

    Happy to schedule a call regarding this with you but would there be any scope within the aforementioned product you're planning on releasing in order to do this? 

    Thanks!

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  • Alina Wright
    Zendesk Product Manager

    Lloyd Norman - Let's chat, I don't think our feature release will cover your use case but curious to hear more. Linking my calendar here to schedule something. Thank you!

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  • J. Baker

    Alina Wright I have the same challenge and the only community recommendation is to have two separate Support instances. We are using Professional, and more specifically our issue arose when we started to implement Sell where those users have been added into the Admin Team Members as Contributors. They now see all internal notes and receive notifications as followers which makes it difficult for support teams to have their internal conversations. It doesn't seem that I can turn these Sell users into End-Users because they lose their Sell access. 

    This is a major challenge. I've submitted a ticket and have a meeting with my account executive to discuss further.

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