We are rolling out updates to agent roles to restrict them to only seeing tickets within their groups. At present, it does not seem like private/public groups is a road we want to take yet (not being able to revert private groups to public is a major roadblock to even testing).
Most of our groups can fit into this config easily - they handle their own tickets and the tickets resolve within the group. However, we have many other cross-functional users that handle triage, or who are brought in to consult, or who have need to refer back to previous ticket history not directly in their group (ie. a customer intake team v. customer support).
Adding this second group of users to each group whose tickets they may need to review, or adding them as followers to every ticket (even if this were possible on closed tickets) are not good options.
One particular problem came up where they needed to refer back to the parent ticket of a side ticket they were working on after the parent ticket had closed. In which case they could not be added or otherwise granted access to the ticket.
Since adding them to every group would explode their workspace and email, and adding them as a follower to every possible cross-functional ticket is not good or always even possible - how can I support agents that need access to tickets or end users' partial ticket history outside their groups when they can't otherwise be added as followers?
Is the only solution using a role where they have access to tickets outside their group and/or using the private groups to hide sensitive tickets?
The only solution would be to allow these cross-group agent to see any tickets without adding them to these groups, it will prevent any notification.
You can create a custom role for these few agents :
I recommend going through the following article: Creating Custom Role
Best,