Assigning Tickets to Private Groups in Zendesk
Can agents assign tickets to private groups they don't belong to in Zendesk?
Yes, agents can assign tickets to private groups they don't belong to in Zendesk. However, they will not be able to view or search for those tickets unless they have been granted specific permissions. This allows for flexibility in ticket assignment while maintaining the confidentiality of private group tickets.
More related questions
What are private ticket groups in Zendesk?
Private ticket groups in Zendesk are a way to restrict access to certain tickets, ensuring that only specific agents can view and manage them. On Enterprise plans, admins can designate a group as private, meaning agents outside the group generally…
Can a public group be converted to a private group in Zendesk?
Yes, a public group can be converted to a private group in Zendesk, but the reverse is not possible. Once a group is made private, it cannot be changed back to public. This feature allows for greater control over ticket visibility and is…
Who can access tickets in private groups in Zendesk?
Access to tickets in private groups is determined by the role level in Zendesk. By default, Admins and Team Leaders can see tickets in private groups. Custom roles can also be configured to have access to these tickets. Agents who do not have the…
What happens when a ticket is reassigned to a private group in Zendesk?
When a ticket is reassigned to a private group in Zendesk, it becomes private, and only agents with the appropriate permissions can view it. However, any CCs and followers on the ticket remain and can continue to see it. This ensures that those who…
Are private group tickets included in Zendesk reports?
Yes, tickets in private groups are still included in reports run for all tickets in Zendesk. This means that even though the tickets are restricted in terms of visibility, they are still accounted for in overall reporting and analytics, ensuring…
What are the limitations of private ticket groups in Zendesk?
Private ticket groups in Zendesk have a few limitations. For instance, the status of a group as private or public isn't available as a trigger or automation condition. Additionally, macros cannot be made available to all private groups in the same…
Can private groups and tickets be viewed in Zendesk Explore?
Currently, private groups and tickets can be viewed in Zendesk Explore even if you don't have access to the private groups. However, Zendesk is working on updates to ensure that Explore respects ticket privacy settings, aligning with the access…
Is it possible to limit who can set a group as private in Zendesk?
As of now, it is not possible to limit who can set a group as private in Zendesk. This feedback has been noted for future product iterations, as it would be valuable to restrict this capability to certain roles, such as Admins, to prevent…
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