Allow agents to mark as spam without having access to all tickets
In an agent's settings, they should not need to be added to all tickets to be able to mark a ticket as spam.
Use case:
We have 3 different brands in our organization, each with it's own ticket groups, agents can only see the tickets that are in their ticket groups so their view is clean. Even within these groups they still get spam tickets that Zendesk doesn't filter out so they need to be able to mark them as spam as well. We don't want them to be able to see all the different tickets to be able to do this.
Business impact of limitation:
Our agents are told to just leave the tickets in there for now and then an Admin has to go in and mark them as spam every so often. This makes extra work for the Admins and also can clog up the agents' inboxes if there are a lot in there.
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Upvoted Lisa 's post and adding our own use case:
Feature Request Summary:
Allow staff accounts to mark an email as spam without requiring they see all tickets or be able to delete emails.
Description/Use Cases:
We have three separate teams that specialize in different levels of support and it is not appropriate for all levels to see all tickets. In addition, giving all agents the ability to delete tickets opens up potentially serious issues caused by human error or misuse.
Business impact of limitation or missing feature:
With current functionality, staff who do not have viewing or deleting access are required to use a macro to flag the tickets as spam then an admin is required to review all of them and mark them as spam.
If we were to open up the ability to view all tickets, it would add confusion (as described above) and given agents the ability to delete tickets still requires an admin's involvement to review deleted tickets to prevent misuse or mistakes.
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Thanks for sharing this feedback, Lisa.
If others have a similar need, please be sure to up-vote Lisa's post and share any other comments or details below.
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