Product feedback: access to suspended ticketsPlanifiée
In our setup we use private groups with very limited access to handle GDPR sensitive cases from our clients. In order to use this private group properly and in order to make sure that rest of the team do not have access to tickets in this private group we need to put everyone on access to see tickets within their groups and all public groups:
Recently we noticed that this restriction affects Suspended tickets access and no one except Zendesk Admins is able to see and check Suspended tickets inbox.
Could this, please, be reviewed and taken into consideration that it's preferable for us to have separate layer of permission for Suspended tickets. For example in our use case we want to keep private group for certain people only and to have some team members with access to suspended tickets, so they will be able to monitor the situation there and recover tickets (if needed) by their own.
Hi everyone, thanks for the continued feedback on this. We're working on a new ticket access type to allow users to access suspended tickets in addition to their regular ticket access. This will be launched in early Q3.
Anastasia Kachanova - thanks so much for this feedback, it's definitely something we're considering revising. Can you share more about the type of role in your organization that you'd like to keep access to suspended tickets? E.g. team leads or triage. Thank you!
In our organization we use custom roles. Access to suspended tickets should be given to Shift Managers. So, in our case best option is to have another checkbox under Custom Role setup called "Suspended tickets", like this we will be able to give this permission per custom role.
Is there an update on this topic. We experience the same 'problem' as Anastasia and would like to have it solved.
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