Hi,
We would like to create sub-group field or sub organization field then restrict support agents visibility to see the tickets within their sub groups or sub organizations.
It does not seem to be aviallable in Zendesk currently but is there any workaround that we can implement?
For organizations, you can assign more than one to an end user - it's not a suborganization, but it works the same way. This would allow you to have a setup where end user 1, who belongs to org A and org B, can see the same org A tickets as end user 2, who belongs to org A but not B. The same logic applies to agents as well - substituting groups for orgs.
I'm not 100% sure if there are additional goals you have for the sub-groups/orgs, but here's our use case - we have two groups that have a subset of agents whose tickets may contain sensitive data, but that otherwise participate in the other group tickets like the other agents. To restrict access, those agents belong to the primary group along with other agents, and then also to the secondary group.
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