Limiting Ticket Visibility During Zendesk Access
Can I limit which tickets Zendesk agents see during account assumption?
While account assumption allows Zendesk agents to access your account, ticket visibility is controlled by roles and permissions. You can manage which tickets agents can see based on criteria like group membership or ticket tags. This means that the tickets visible to Zendesk agents during account assumption are the same as those visible under their own account, based on their assigned roles.
More related questions
How can I grant Zendesk temporary access to my account?
You can grant Zendesk temporary access to your account to help troubleshoot complex issues. To do this, navigate to the Admin Center, click on Account in the sidebar, then select Security > Advanced. On the Account assumption tab, select Enable…
When should I grant Zendesk access to my account?
You should consider granting Zendesk access to your account when facing issues that are too complex to resolve with read-only access. Examples include highly-technical issues, problems that can't be replicated elsewhere, or when visual analysis of…
Does granting Zendesk access affect my agent licenses?
No, granting Zendesk access to your account does not affect your license or available agent seats. Zendesk can assume the role of an agent without impacting your current setup, allowing them to assist with troubleshooting without any additional…
Can Zendesk assume my account without notice?
Yes, Zendesk reserves the right to assume the role of an agent in your account without prior notice in certain situations. These include emergencies to prevent serious harm or if there's suspicion of a violation of the Main Services Agreement. This…
How does account assumption work for trial accounts?
For trial accounts, the Account assumption feature is always enabled by default. This means Zendesk can access your account without needing additional permissions. Once the trial account is converted to a paid account, you will have the option to…
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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