Zendesk Plans for Viewing Tickets in Other Groups
Find out which Zendesk plans allow agents to view tickets for groups they don't belong to.
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 permissions to agents. This flexibility helps in managing tickets across different teams and improving overall ticket resolution efficiency. For more details, refer to the Zendesk documentation on creating custom roles and assigning agents.
More related questions
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…
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….
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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