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Limit Search Bar Results for Agents

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Kerry Payton

Publication le 09 janv. 2024

Hello,

Is it possible to limit search bar results for agents? An issue we are having is that Staff Agents using the search bar are able to see tickets from other departments. Some tickets are confidential and not meant for agents outside of their group to see. Is there a way to limit search bar results to one's role or group, thereby making only tickets visible to an agent for the group they are assigned to?

Thank you,

Kerry

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Kerry Payton -

    Thanks for reaching out!  You've got a couple of options here.  First, you could restrict agents to only see tickets in their group(s) by adjusting their permissions.

    Alternatively, you could setup private ticket groups.

    Hope this helps!

    Brandon

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    Kerry Payton

    Hi Brandon,

    Yes, that's exactly what we were looking for! We'll either adjust the ROLE permissions to only edit tickets within their group or create private ticket groups. Appreciate your help.

    Thank you,

    Kerry

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    Stephan Marzi

    Zendesk Luminary

    Hi Kerry,

    Brandons advise is absolutely correct, I also prefer to limit the roles of respective agents, to limit views as well and one of my favourites tools: private groups!

    Regards, 

    Stephan

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