Hide contents of tickets from specific group

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  • Guy Dee
    Zendesk team member

    Hi Chris!

    You can certainly restrict users from seeing certain tickets altogether, but if a user can see the ticket and its status they can also see the ticket's content. In other words, ticket access restrictions are an all-or-nothing affair: There is no native method to selectively restrict some ticket content, like comments, to certain users while also allowing them to see other ticket content, like ticket number or status. I apologize for any inconvenience!

    The only possible workaround that comes to mind would be restricting agents from seeing the tickets within Zendesk, then using our API to retrieve the desired ticket data and displaying it to agents selectively either externally or in a custom sidebar app. Such an approach might work similarly to existing apps like Five Most Recent, but unlike the existing app wouldn't be restricted to tickets accessible to the viewing user. I don't recommend this approach, though; in addition to the complexity around designing and building such an app, there's a potential security risk in displaying information about tickets to users whose credentials don't normally allow them to view those tickets.

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  • Nicole S.
    Zendesk Community Team

    This conversation has been closed for comments by the Zendesk Community Team. If you have a related or new question, please create a new post

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