Monica

Adding another vote to this as well.  We're on Enterprise and have enabled Custom Roles with group restrictions.  But it truly doesn't do what we want it to do.

We have a small subset of tickets that agents in groups A, B, and C shouldn't access, but it's helpful if they have access to tickets outside of their groups otherwise. Ex: First response agents get a ticket that references an earlier ticket that ended up in a different group so they need to review the older ticket to check if it's the same issue and should be moved to the different group.

I'd love an addition to Custom Roles where in addition to only view tickets in their group, I could select can access all tickets except in groups X, Y, Z, etc.  This would allow me to give them greater visibility but limit from areas they don't need.

Would love #1 at least and #2 would be a nice addition.

+1

This is a big letdown when researching how to implement Dynamic Content for international usage.