Ryan Taugher

Easy product feature to add I'd think, and huge impact for teams and agents all over the ZDsphere. Please consider this feature

I am looking for a way to hide customer information from a specific Agent list (that I would create via a new custom agent type). Limiting access of end user PII to a subset of agents would be hugely beneficial for our team as we expand with temp/contract/3rd party support agents

This doesn't seem possible, as the only customer info I can hide based on agent type is custom field information.

The solution, as much as I hate to think of it as such, is creating a second ZenDesk installation: specific customers whose PII we need to keep hidden from contractors will route into an instance which is only accessible by my internal team whereas all other customers without PII restrictions can go into a separate instance of ZenDesk

We have specific business needs that would require end user PII be hidden from certain internal roles and unfortunately it doesn't seem like we have the ability to simply achieve that

Would love a method to easily hide customer/end user PII from a given custom agent role...an agent of the type I would love to create only needs access to contact name and the ticket content itself