We are starting to set up our account so that our call centre agents will have some limited access to tickets (in case the customer phones to chase up an email or previous ticket).
We want the call centre agent to be able to see the tickets that are open for that customer, but not read the content - just see the status and some metadata. There is concern that the call centre agent may read a complaint about another member of staff, or blurt something out from an internal note.
I understand that this isn't best practice, but this is our first step and eventually the call centre will be fully "Zendesked" :)
Is there a way to limit a Group or Role to only see a list of tickets related to a end-user?
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