An agent showed me today that although they don't have access to Zendesk tickets outside their groups (working as designed) in Zendesk, they are able to access those tickets in Salesforce. In part, this is intentional as the Salesforce users reviewing tickets would need to see these tickets even if they are not assigned to the respective groups (and many of whom are not agents).
Does this affect tickets in private groups as well?
I saw that in the integration you can specify types of tickets shown based on status, priority, and type. Is there a way to omit certain types of tickets from this view based on group or possibly brand?
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