Premise Data

This is very helpful. Thanks so much! 

Great. It's hard for me to tell from the link provided, but with custom roles would I be able to ensure that a certain subset of tickets (say, from a certain region or with a given tag) are not searchable to all other agents? 

Hi Jessie - thanks for your response! We're on Professional. So would upgrading to Enterprise give us this functionality?

My company has a certain set of users whose tickets we would like to be visible only to designated employees. Using a combination of triggers and group configurations, we have figured out how to automatically and instantly send incoming tickets from these users to a view visible only to those designated employees.

However, non-designated employees can still view all such tickets by simply searching a certain keyword. Is it possible to either remove tickets with a certain tag from the search results, or otherwise wall off these tickets from non-designated employees?