Can Agents View Tickets for Other Groups? - Frequently asked questions
Explore common questions about agents viewing tickets in groups they don't belong to. Learn about permissions, settings, and more in this comprehensive FAQ.
Frequently asked questions
Can agents view tickets for groups they don't belong to in Zendesk?
Yes, agents can view tickets for groups they don't belong to, depending on your Zendesk plan. If you're on a plan that supports this feature, you can configure agent permissions to allow them to access tickets outside their assigned groups. This…
How do I configure agent permissions to view tickets in other groups?
To configure agent permissions to view tickets in other groups, you need to adjust settings based on your Zendesk plan. On plans that allow this feature, you can set up custom roles or modify existing roles to grant agents the necessary access….
What Zendesk plans allow agents to view tickets for other groups?
Zendesk plans that support custom roles and permissions allow agents to view tickets for other groups. Typically, this feature is available on higher-tier plans, such as the Enterprise plan, where you can create custom roles and assign specific…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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