Restriction on individual tickets or groups

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69 コメント

  • Henrik Heusala

    Voicing on opinion on the subject: This is a basic functionality in many other ticketing systems. This is also part of the problem why many other ticketing systems are hard to use and manage.

    Even if there would be a perfect technical solution to hide details from different agents based on this and that we are left with the managing part which gets hairy very fast.

    As soon as we start to restrict the whole 360 view of the customer which is the basis of modern multi channel customer service systems and processes and have a situation where we can't trust that all that we see is really all that there is we are sort of "going away" from the whole idea on which for example Zendesk runs on and does a pretty good job.

    On technical side then at first glance this feature request for limitins groups out totally seems pretty straight forward but when you start to go into details and start to really look into what to do with the user profile, what to do with reporting, how this affects different apps and channels etc it also get very hairy.

    What we have as a Zendesk partner done with customers is we have left these groups out of Zendesk for the time being. Not just because you can't do it easily but also because when you start limiting and managing those limitations many times, not always, but many times even without the technical limitations we have come to the agreement that adding these restrictions would hinder and make difficult all the other work in Zendesk to that point that things work better and more efficiently if we keep the 360 idea of the customer inside Zendesk which everyone can count on.

    Saying all this, as a Zendesk Partner we have a lot of customers who are asking for this and a lot of customers where the deal might hang on this kind of a feature so really looking forward if Zendesk finds a way in the end to implement this and other kind of Enterprise restrictions which are found in other systems but do these implementations in the Zendesk way so that it's not a total pain in the **s to both work with and manage :)

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  • Hi Erin,

    I too would like to see a group restriction feature like what Kristin described.

    I was asked by my managers to create a group for researchers so they can collaborate(as light agents) on only the tickets assigned their group. It was also requested that I restrict their access to the shared views for tickets (ie: New tickets, Open tickets) and restrict access other help center brands outside of their own help center brand. The help center brand for the researchers will not be made public.

    It would be great if the settings for a view and a brand had an exclude option by group(s). 

     

    Paul

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  • Karyn Tooke

    Adding my plus 1 - there is also the option of 'Role restrictions' in Apps but this is a one size fits all, even upgrading to Enterprise doesn't support our use case:

    We have a team that deals with sensitive issues and we want to restrict most agents from seeing those tickets - and to add more complexity some agents aren't assigned to a group which means the 'Tickets in Agents Group' option doesn't help either but they should still be able to access these sensitive tickets. We've also tested changing the Agent setting to 'Tickets in Agents org.' and adding all the required people into those organisations to no avail.

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  • Heather Rommel
    Community Moderator

    +1!!!

    wow we are one of the customers Erin is talking about. We have been really trying to find a way to restrict SOME tickets. as Kristen says, 99% of our tickets need to be seen by all agents or at least most agents. but there is a growing need to restrict access to a select few tickets. We know this could get complicated in terms of programming what to show agents and then also what to show the customers. But please do consider this feature!

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  • Henrik Engeseth

    Any Progress on this? as a enterprise customer, that have everything from customer care to credit and liability in our Zendesk, we really need to be able to restrict access to some tickets. on a ticket by ticket basis.

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  • Sylvain Jette

    I have the same situation as Kristin and it is a difficult situation. The result of not having this feature is causing us to create lengthy triggers.

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  • Tyler Riti

    Additional ticket visibility options would really be helpful for use with the way we're using Zendesk. The Guide has a way to control article visibility using Tags—a similar option to control which tickets are visible to agents based on Tags would be extremely flexible.

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  • Henrik Heusala

    We have this need too, any updates?

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  • Sylvain Jette

    I agree with everyone. Currently it is not just feasible to manage. If we have 50 groups and all users should be bale to see all but one group, then it is a nightmare to setup. It also impacts views as well.

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  • Martin Longley

    Agree would like to see this added too. Most cases we want open to share and collaborate apart from those times we have to be secure because its sensitive data and we dont want all agents to be able to see that. HR and Payroll are a couple of use cases for us. We are looking to build a second instance to manage this which seems crazy but necessary to get what we need. Also on enterprise and called out to Product teams.

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  • Adam Drumm

    This would solve my current problem. +1 got my vote.

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  • Natalie Ruhl

    @Zendesk - Updates on this one?

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  • Nicole Saunders
    Zendesk Community Team

    No updates at this time. We're continuing to collect votes and use cases to convince product managers that this is needed but it's not on the roadmap at this point in time.

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  • Andrea Moore

    I'm also adding my vote. We have a group we want to add to Zendesk, but their emails are confidential and shouldn't be seen by the other groups. 

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  • Patrizia Eberhart

    adding my vote on this. It would be so helpful to be able to restrict certain information. In our case it would be net price calculations.

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  • David Campbell

    +1 Adding my vote for this too. We have same scenario with need to restrict access to select tickets (10% of overall volume). Restricting access to tickets with certain groups is ideal, but since we are on Enterprise - even if we could restrict agent role access to certain ticket forms, that would suffice too. Hope to see this access control interface to be brought on new admin framework functionality/interface so we can get more granular with agent access.

    Cheers and Thank you

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  • Leandro Batista

    +1. Precisamos também restringir os acessos de tickets do grupo RH e Financeiro. Atualmente somos forçados a realizar alguns processos fora do ambiente Zendesk para que estas informações "sensíveis" não sejam acessadas por qualquer colaborador.

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  • Luana Cristina Do Amaral Peixoto

    Great suggestion.

    To suit us, the restriction could be by function.

    Thank you.

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  • Camila Ribeiro Leao Santos

    Excelente sugestão! Para adequar, uma restrição pode ser executada por uma função.

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  • Justin

    Can we get an update on this highly requested feature? Seems like a lot of companies would benefit from being able to use "exclude" statements for tickets, groups, etc. It's not ideal having to add agents to all groups except one, just to say "they shouldn't see HR tickets"

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  • Relay Graduate School of Education

    Adding my vote for this feature as we need to have certain tickets restricted to a group and the current settings are too clunky to be of use.  We would like to have the option to default to all but then eliminate certain groups from the "all" access.  

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  • Adam Bond

    +1 - need to segment our HR/Payroll groups from all agents, but currently not possible without restricting our agents from viewing all other tickets.  Its clunky to add every agent to all groups.

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  • Corey Gould

    +1 for this. our accounting department handles sensitive data that should only be visible to them in an organization with many groups. Currently, every other agent must be added to every other group to accommodate so they can access other support tickets should the need arise. Very clunky and difficult to maintain. 

    Would be so much easier if I could just restrict anything assigned to the "Accounting" Group to those agents. 

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  • Cameron Greenfield

    +1 adding my vote for this

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  • Scott Leclaire

    +1 for this. We just tried to roll this out to include HR and broke access and triggers for a large portion of our users. I'll have to advise that we not roll this out and that they find another solution unless this is on the roadmap to be addressed soon.  

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  • Marc Ramaekers

    +1 

    Due to GDPR rules there are certain tickets (mainly fraud investigations) where we are obliged to restrict ticket access to a select few people. 

    As Zendesk still (as the first requests were already done 5 years ago) isn't supporting this currently, while the subject is so big and important (the absolute volume is low, but the financial impact is huge), we diverted for our GDPR team to another inhouse developed tool.

    But I hope Zendesk will come with something soon so we can be aligned again as a company. 

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  • Conny Svanberg

    +1

     

    We are currently investigating a project where we need to restrict access to a certain type of tickets.

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  • Felix Starzer

    +1 this is currently a dealbreaker for us

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  • Ron de Vries

    +1

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  • Kevin Stam

    +1

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