Impact of Role and Group Access on Zendesk Tickets
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 managing group memberships and role permissions is crucial to maintaining ticket privacy.
If an agent needs access to tickets across multiple groups, they must be a member of all necessary groups. Additionally, if an agent submits a ticket to a group like HR as the requester, they can see all ticket fields and internal comments, which could be problematic if sensitive information is involved.
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…
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….
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.
