Hi Zendesk Product Team,
I would like to see a function whereby you can set limited access to specific tickets and/or groups, so that only selected agents or admins have access to the specific ticket or group
I know there's already a similar function in place, whereby we can restrict access for individual agents, so they only can access only e.g. tickets tickets assigned to them, groups they are part of, etc.
For the majority (99%) of our tickets, we want all agents to have access, however there are some instances where we only want a small number of people to have access to some tickets, due to the sensitive / confidential nature of these.
This means that the already existing function is not feasible for us, and is certainly not scalable. This solution is very similar, but sort of in reverse!