Agent Access to Private Group Tickets in Zendesk
How do the new permissions affect agents requesting tickets in private groups?
The new permissions affect agents requesting tickets in private groups by limiting their access to internal notes and agent-only fields. If an agent requests a ticket assigned to a private group, they lose access to private comments and cannot retrieve the ticket in the Zendesk Agent Workspace.
Instead, they must access these tickets as an end user through email or the help center. This change ensures secure conversations within departments without notifying the requester of all details.
More related questions
What are the new granular permissions for agent access to tickets in Zendesk?
Zendesk has introduced new granular permissions for agents who request tickets assigned to private groups. These permissions allow admins on Enterprise plans to control the level of visibility and access agents have to tickets they submit as…
Why did Zendesk introduce these new permissions for agent-requested tickets?
Zendesk introduced these new permissions to enhance security and privacy in ticket handling. By restricting access to private comments and agent-only fields, internal departments can collaborate more securely without notifying the requester of all…
What should I do if I want to change agent access settings for requested tickets?
If you want to change the current settings for agent access to tickets they request, you don't need to do anything immediately as the change is automatically rolled out to all Enterprise and Enterprise Plus accounts. However, if you wish to adjust…
Does the new permission change apply if an agent requests a ticket on behalf of someone else?
No, the new permission change does not apply if an agent requests a ticket on behalf of someone else. If the agent's name is not specified in the Requester field, they will retain typical agent access to the ticket. This means that the restrictions…
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