SproutLoud

I would like to add that we also have a use case for this that would be great to see! In most cases we want our instance to be open, and for specific roles that we don't want to have access to Zendesk, we can do that today! 

But we have 2 groups that sometimes will get tickets that contain sensitive information that we do not want other groups/roles to see - and the solution today is to just delete those tickets. 

We'd like to not have to do that! Since we lose track of that information in Zendesk. We just want to make it so that it can be an open instance EXCEPT for 1 group of tickets only visible to agents in that group. 

Thanks! 

I commented on this 1 year ago - but coming back to this because there is still not a viable solution! Zendesk can we get some feedback on if i this is in the pipeline?

Here is this year's comment:

Could not agree more with this request! We adjusted business schedules last year and it caused weird issues with tickets breaching - so we just went "holiday less" this year and told people to manage their ticket SLAs before they left on our early release day.

But of course, we had 1 person respond after we left and that gave our team 5 mins into our work day to respond which just isn't feasible. This has got to be something that can be rolled out as most vendors we use have this option! 

We also need this feature - as we have some fields that we filter that are specific to certain teams that we'd like to set those filters and schedule it to send to that team without them having to make changes to the dashboard. It is currently functioning in insights that I'd like to see in Explore.

Also, another use case is some of our clients actually request reports every month/week - so we have these scheduled to send and forward along to them! So we need that functionality. 

100%! Adjusting the schedule has other implications which we found out the hard way this Christmas & New Year's Eve.

When we changed the schedule back after the holiday we had a bunch of tickets breach because technically due to the schedule changing back - they were past due.

This is definitely something that is needed.