Restricting internal notes visibility to a particular group / role / brand
PlanifiéeWe have agents in our ZenDesk instance who belong to specific departments, and they triage tickets for their department, and we have agents in our ZenDesk who triage tickets for another department. We don't want internal comments from one department being visible to agents in another department, even if they submitted the ticket.
For example, Bob in HR (who uses Agent Workspace) submits a ticket to our IT department that his printer is broken. John in IT (who uses Agent Workspace) gets the ticket, and starts writing internal notes on it to consult with other members of the IT team. Since Bob is also an agent in ZenDesk, he can view internal notes on tickets, including this one, because he submitted it, but that is not desirable for us.
I know we can restrict viewing of a ticket to particular groups, but exceptions are made for the submitter. And if the submitter is also an Agent in ZenDesk (and not just an End User) he can see the ticket in his interface, along with internal notes from agents outside of his department. This creates a security hole for us.
Is there any way to solve this currently within ZenDesk?
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Commentaire officiel
Hi Mark Zielinski - we're about to release a new feature called 'agent as a requester' where if the agent is also the requester AND submitting a ticket to a private group, they won't be able to see or post private comments (including light agents). Keep an eye out for the release in late July / early August.
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So glad to hear that this is becoming a feature! We primarily use Zendesk for our internal teams and did not want to have a separate instance where requesters were not agents just so they can't see the internal notes
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Hey Alina Wright
We have a user case where tickets are being raised from our side but are sent to an external requester. Multiple groups need the ability to see said-tickets, however, there's certain notes that we would only like to have available for a specific group(s) - mainly for auditing/compliance reasons.
Ideally, we would like the ability to limit certain notes to a group or multiple groups (dependant on what the agent who's composing said-note selects).The current work around is that we'd have to create a private group and send a child ticket off the back of that, in order for the specific people that need the ability to see these notes - but no one else. This in turn can lead to complication with regards to ticket data output and other MI based issues.
Happy to schedule a call regarding this with you but would there be any scope within the aforementioned product you're planning on releasing in order to do this?
Thanks! -
Lloyd Norman - Let's chat, I don't think our feature release will cover your use case but curious to hear more. Linking my calendar here to schedule something. Thank you!
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Alina Wright I have the same challenge and the only community recommendation is to have two separate Support instances. We are using Professional, and more specifically our issue arose when we started to implement Sell where those users have been added into the Admin Team Members as Contributors. They now see all internal notes and receive notifications as followers which makes it difficult for support teams to have their internal conversations. It doesn't seem that I can turn these Sell users into End-Users because they lose their Sell access.
This is a major challenge. I've submitted a ticket and have a meeting with my account executive to discuss further.
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