Dana Beugless-Spies

This is something that I have encountered as an immediate need as well. Our organization needs to limit the number of admins, and with various departments of varying security / privacy concerns, we cannot allow all of our agents to see all tickets. Therefore, we need a way to allow agents with limited functionality to send emails to new users that they add to Zendesk as customers. Please allow an option in custom roles for this functionality that would not require viewing rights to all tickets. Thank you.

Are there any creative 'work arounds' that anyone may have applied? I need to address this sooner rather than later. Thanks all for any help or creative ideas.

I would like to add the text, 'Project' to the basic list of Ticket Types:

We have used Zendesk for years, and don't want to create a custom Type since our old tickets wouldn't have the new, custom field populated with the standard 'Type' values. Therefore, it would be enormously helpful to be able to add a new type to the existing, standard values.

Are there any suggestions for another approach that might work for my needs?

Thank you.

Thank you Alina. It turned out that the new agent had been cc'd in some old tickets which are part of the Private groups, and hence was able to see those tickets. All roles and group definitions have been updated, and I'm good to go... for now! :)  Thank you!

I haven't found the answer to my question in this thread yet, so here goes.

I have created a new Group A to which I will be adding a bunch of new agents to. They have not been in ZD before, and I do not want them to see any of my other Groups (B,C)'s tickets... either current or past. So, I've made Group B and Group C 'Private', and unfortunately a new Group A Agent is still able to see historical tickets that were part of Group B or Group C. How do I restrict visibility into historical tickets under Private Groups from Agents NOT in the Private Group?