Private Groups (Support) - Access to Suspended Tickets view
Hi,
This post/feedback is about Support Private Groups feature limitation in regards to the Suspended Tickets view.
When roles are limited to non-private groups, the Suspended tickets view is not accessible. This is noted in this article: https://support.zendesk.com/hc/en-us/articles/4408893392922-Viewing-recovering-and-deleting-suspended-tickets
It would be great if the Suspended Tickets view appeared to all users and displayed suspended tickets available to each agent dependent on their access.
The Suspended tickets view is only available to agents with access to all tickets. Thus, if the user role tickets access anything apart from ALL, then they are not able to access the Suspended tickets views.
As an example, we have several agents with non-admin and non-private groups access roles. They work on reviewing the Suspended Tickets view to make sure those suspended correctly and we don't miss any 'good' tickets. With their roles permissions they can't access the view, unless expanded to view all tickets.
Here is a screenshot of the tickets access permissions, with the only one enabling access to Suspended Tickets: https://prnt.sc/1ipzPtDb8gHh
Thanks,
Oleg
-
100% agree with Oleg Sakharov. Zendesk needs to expand the permissions for Suspended tickets to account for the change with Public/Private groups.
Adding the ability for Private groups was great but at the same time it broke the suspended ticket permissions since users have to still have access to all tickets, not just Public group tickets which disregards the addition of the Private group functionality addition.
-
Hi, PM here for private ticket groups. Hear you on the suspended tickets issue and hoping it's something we can prioritize next year, pending annual planning. I hope to have an update on timeline for you in Q1.
Thanks for your feedback on this! Helps us push the right things forward.
-
100% agree as well. This is very frustrating. We cannot enjoy the benefits of the private groups (which are very much needed) without losing system functionality for multiple teams. I am hopeful that this is on the road map as a priority for Q1 2023.
댓글을 남기려면 로그인하세요.
3 댓글