Internal notes

3 댓글

  • Brett Bowser
    Zendesk Community Team

    Hey Erika,

    If you want to restrict access to certain tickets, you can do so by editing the Ticket Access option located in the agent's profile along the left side. If you're on the Enterprise plan level, you'll have the ability to customize the roles and grant permissions based on the role the agent is in.

    Keep in mind that this will affect what tickets the agent has access to as a whole and not just internal notes.

    Let me know if you have any other questions for me.


  • Anita Donnelly

    We have many Light agents and would like to not have them be emailed our  internal notes, but would like them to be able to go see them if they so choose.  Can this be made possible?

  • Jonathan March
    Community Moderator

    Hi Anita,

    You can't do this with a simple setting, but a few ideas... 

    You can remove your light agents from all your ZD groups, which are likely the source of your email notifications.

    Another approach to tailoring email notifications is to change your email notifications so that they mail to (e.g.) google groups instead of ZD Group members, then customize your google group membership as desired. You can do this by making your google groups be light agents, then setting "Email user" actions on your notification triggers.



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