Private Groups (Support) - Access to Suspended Tickets view


5 댓글

  • 공식 댓글
    Alina Wright
    Zendesk Product Manager

    Hey all, thanks for the continued feedback on this. Our plan is to delve into this suspended ticket view this year. It's a complicated problem with a not-so-straightforward solution on the backend so it may take us some time, but we're going to tackle it!

  • Sara Ledger

    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.

  • Alina Wright
    Zendesk Product Manager

    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.

  • Sandata Technologies, LLC

    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.  

  • Sandata Technologies, LLC

    100% agree. This is very needed functionality and very frustrating for our teams. Being in the healthcare industry, a large marjority of content we share needs to be encrypted when sending to outside parties, and back to us. Our clients consistently encrypt their emails and our team needs to be able to access and resleas those that get stopped in the suspended folder as well as the release emails when we request premission to open the encrypted emails.  

    We are stuck between a rock and a hard place. We cannot use Private groups as they are intended (and we need that as well) without also having a group of users still have access b/c they need the suspended ticket view.

    Thank you for considering this for 2023!!!


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