David Kuehn

Currently in order to allow an agent to add an end user manually, the agent needs to have access to see all tickets. One of our Zendesk instances is shared between two departments and tickets are sorted into groups based on the email the ticket was sent to and keywords in the subject. Agents do not have access to all groups in order to protect sensitive information that is provided in tickets. Agents not being able to add end users themselves then requires an administrator to get involved to add the end user. This situation is happening multiple times a day and causes delays in the ability for agents to respond promptly to tickets. The ideal fix is to separate the permission to add end users from the access to all tickets status and set it as a separate permission.