Alex Calvin

Alina Wright, it wasn't coming up a ton in the past as we had a separate Zendesk instance for each department. But we have now merged all departments into one instance and it is quite common for let's say a member of Operations who is an agent to submit an IT ticket.

To work around the issue, I have edited the "Notify requester of comment update" trigger to only notify on public comments (see screenshot). The problem with this workaround is if I as an IT agent make a private comment on another IT agent's ticket, they will not get an email about it.

 

I think I've got that set up right. We don't have enterprise so we don't have custom roles, but even the stock ones specifically say "Tickets in agent's groups".

Something I found interesting is that the requester was getting an email from the internal note, but they still couldn't see that internal note while viewing it in Guide. The only thing I can think to kind of work around it, is change the trigger that notifies requesters of comment update to Public only instead of present and requester can see the comment (even though that should work).

We have multiple departments split into multiple groups in one zendesk instance. Agents who are the requester on a ticket are able to see internal notes made by the assignee agent, even if the requester agent is not a member of the group the ticket is assigned to.

For example, someone in IT submits a ticket to someone in Facilities. The member of IT can see any internal notes the agent of Facilities makes on the ticket since the member of IT is also an agent in Zendesk. This is an issue as information meant to be internal only for that department is seen by the requester of the ticket.

We have the same issue as you. We had 3 separate Zendesk instances, but have merged them into one and now 13% of our company can no longer rate tickets. It should at least be a toggle to let agents rate tickets if they are not a member of the group the ticket was assigned to. But while you are at it, I think you could even have an option for agents to rate tickets within their own group.

Sometimes an IT agent needs to make an IT ticket!

+1 for the ability to select multiple agents and edit their permissions at the same time. We have a rather small Zendesk team, but I just added 10 agents and had to go through them 1 by 1 and choose the same roles/access levels when it could've been just one swift move.

I can imagine if you had 100 agents and needed to enable something like Talk or Chat for all of them or maybe change their Guide access from Viewer to Editor, it would get quite tedious.