Benefits of Separate Zendesk Accounts for HR
What are the benefits of using separate Zendesk Support accounts for HR and customer support?
Using separate Zendesk Support accounts for HR and customer support can enhance privacy and workflow separation. Non-HR agents won't have access to agent-only ticket fields and internal comments in the HR account, keeping sensitive data private. This setup allows HR and non-HR workflows to remain completely separate, offering more flexibility for custom role permissions.
However, this approach requires maintaining two Zendesk accounts, which can complicate SSO maintenance and may affect some integrations. Users might need training to navigate separate help centers, and some integrations, like JIRA, may not work across multiple accounts.
More related questions
Can I use the same Zendesk Support account for both customer support and HR?
Yes, you can use the same Zendesk Support account for both customer support and HR, but there are privacy risks to consider. By default, all agents can view all tickets unless you set specific restrictions. To protect sensitive information, you can…
What are the pros and cons of using a single Zendesk Support account?
Using a single Zendesk Support account offers both advantages and disadvantages. On the plus side, it provides a unified interface for managing all groups and departments, simplifies SSO configuration, and allows for centralized reporting. It also…
How can I restrict agent access to sensitive tickets in Zendesk?
To restrict agent access to sensitive tickets in Zendesk, you can use group and role permissions. On Enterprise plans, you can create private groups, ensuring that only agents within those groups can access the tickets. Agents outside the group…
How does agent role and group access affect ticket visibility in Zendesk?
Agent role and group access in Zendesk significantly impact ticket visibility. Agents can only view tickets within their assigned groups unless they are added as a CC, which grants them access regardless of group membership. This means that…
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