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
Por favor, entrar para comentar.