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Issue with Agents Viewing Their Tickets in Guide for Private Groups
Posted Oct 08, 2024
Hi Team,
I’m encountering a recent issue in our Zendesk Guide instance and was wondering if anyone else has experienced something similar or found a solution.
Scenario:
We use Zendesk not only for external customer support but also for internal support to our employees. Some of our requesters are also agents, and until recently, they were able to view their submitted tickets through the “My Activities” section in Guide, even when those tickets were tied to private groups (such as our HR group).
However, starting recently, requesters who are also agents can no longer see their tickets in Guide if those tickets belong to private groups. This is directly affecting how we manage internal support, as these users rely on tracking their requests through Guide.
Troubleshooting Attempts:
• We have checked the permissions and followed the configuration to allow agents to manage requests via Guide, as outlined in this article.
• Zendesk support mentioned that this functionality isn’t designed for agents and that there is no way to bypass the permissions to allow them to view their tickets when assigned to private groups.
Impact:
This issue is causing extra work for our team, as the requester/employee is unable to independently track their submitted tickets, which disrupts our internal support flow. We’re seeking a way to restore this functionality or at least understand if any workaround exists.
Question for the community:
Has anyone else encountered this limitation or found an alternative solution to allow agents to view their tickets in Guide, even when the tickets are in private groups? Any insights or discussion would be greatly appreciated!
Thank you in advance for your help!
Best regards,
Athos Alves De Souza
Zendesk Solutions Architect
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1 comment
Elaine
Thank you for reaching out and sharing your situation regarding the Zendesk Guide functionality.
We understand the importance of allowing agents to track their submitted tickets, especially when they also serve as requesters. As you've noted, when tickets are assigned to private groups, agents can no longer view them through the "My Activities" section in Guide. This is due to the design of private ticket groups, which are intended to restrict visibility to only those agents who are part of the group.
Regarding Workarounds: While there isn't a built-in way to allow agents to view their private tickets, you might explore creating an internal dashboard or report that helps agents keep track of their submitted requests. By adjusting group settings or using tags to manage visibility, you could facilitate better tracking without compromising the privacy of the tickets.
Your feedback is valuable, and we appreciate your understanding as we work through these limitations. If you need further assistance or have more questions about this, please feel free to reach out.
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