Pros and Cons of a Single Zendesk Account
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 enables the reuse of existing business rules, apps, and settings, and consolidates internal knowledge within one help center.
However, there are drawbacks. On certain plans, all agents can access internal comments and agent-only fields, which may expose sensitive information. Maintenance of groups and custom role restrictions can become complex, and all admins have access to all data. Additionally, non-HR agents may need multiple groups to restrict access to HR tickets, and SLA for first reply time doesn't apply to tickets created by non-HR agents.
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…
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….
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…
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