Non-Admin Access to Suspended Tickets in Zendesk
Can non-admin agents access suspended tickets without seeing private groups?
Currently, non-admin agents can only access suspended tickets if they have access to all tickets, which includes private groups. Zendesk does not offer a separate role condition to allow access to suspended tickets without also granting access to private groups. This is a common request among users, but as of now, it remains a limitation.
More related questions
Can I edit the Suspended tickets view in Zendesk?
No, you cannot edit the Suspended tickets view in Zendesk. Suspended tickets are not considered legitimate tickets until they are recovered, which means you can't modify the conditions for this view or create business rules to act on them. The…
Who can see the Suspended tickets view in Zendesk?
The Suspended tickets view is visible to admins and agents with access to all tickets in your Zendesk account. If an agent has limited access, such as only to tickets assigned to them or within their groups, they won't see the Suspended tickets…
Can I hide the Suspended tickets view from certain agents?
Yes, you can hide the Suspended tickets view from agents who do not have access to all tickets. Agents with limited access, such as those who can only see tickets assigned to them or within their groups, will not see the Suspended tickets view….
Is it possible to create business rules for suspended tickets in Zendesk?
No, it is not possible to create business rules for suspended tickets in Zendesk. Since suspended tickets are not considered legitimate until they are recovered, you cannot set up business rules to take action on them. This limitation is part of…
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