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Limit access to other agent's tickets

  • February 19, 2024
  • 2 replies
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Sahil13

I need to limit the access of my agents to only see the tickets created from emails in their inbox.

    2 replies

    Stephan12
    • Stephan12
    • February 21, 2024

    Hi Sahil, 

    You can limit the view of specific agents to the incoming mails of a single email address. Otherwise you can trigger incoming tickets (mail) to a special group after creation of ticket.

    Regards, Stephan

    Brandon12
    • Brandon12
    • February 22, 2024

    Hey @sahil13 -

    While you can restrict at the group level via Agent Roles (https://support.zendesk.com/hc/en-us/articles/4408831313050-How-can-I-prevent-agents-in-one-group-from-seeing-another-group-s-tickets), Zendesk was built on democratization of support - wherein one agent can step in for another in cases of PTO or one agent getting overwhelmed.  That said, Guided Mode might be what you're looking for: https://support.zendesk.com/hc/en-us/articles/4408825479066-Setting-up-Guided-mode

    Cheers,

    Brandon

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