Can Agents View Tickets for Other Groups in Zendesk?
Learn how agents can view tickets for groups they don't belong to in Zendesk, depending on your plan.
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 is particularly useful for providing flexibility in managing and resolving tickets across different teams. For more detailed information, you can refer to the articles on agent privileges and ticket access, and creating custom roles and assigning agents on the Enterprise plan.
More related questions
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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