Agent Ticket Permissions When Requesting for Others
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 on internal notes and agent-only fields only apply when the agent is the requester of the ticket, ensuring that agents can still perform their duties effectively when acting on behalf of others.
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…
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…
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
