On Enterprise plans, admins can designate a group as private. This means that agents outside the group generally can’t access tickets assigned to it, although agents may be grantedpermission to view private tickets. Additionally, an agent working on a private ticket is prevented from@mentioningor openingside conversationswith team members outside the private group.
While an agent outside the group can assign a public ticket to a private group or a member of a private group, the ticket is made private as a result.
To learn how to set up private groups, seeCreating private ticket groups.
This article contains the following sections:
Essential facts for private ticket groups
We've distilled some essential facts for you about private ticket groups. To learn how to set one up or convert a public group to private, seeCreating private ticket groups.
Whencreating a group, you have the option to designate the group as private. It cannot be converted to public.
You can convert an existing public group to private, but it can’t be converted back to public.
Custom roles can be configured to have access to tickets in private groups. SeeSetting ticket access permission by role.
A private ticket can’t be viewed or searched for by agents who don’t have access to it.
一个代理不属于私人组织can access a ticket in a private group if they’re the requester or explicitly added as aCC or follower. They can only see that particular ticket and aren’t added to the group. Agents receive a notification of any private ticket they’re added to.
If a ticket is reassigned from a public group to a private one, CCs and followers are kept on the ticket and continue to be able to see it.
If a ticket is reassigned from a private group to a public one, the ticket becomes visible to public groups.
Tickets in private groups have aprivatetag with a lock icon (
) as part of the ticket status tag and a lock icon next to the assigned group's name. In views, the lock icon appears next to the ticket status for each private ticket in the list.Tickets in private groups are still included in reports run for all tickets.
Limitations of private ticket groups
There is currently noGroup | is / is not | Private / Publiccondition available for use in triggers and automations.
Macros can’t yet be made available to all private groups similar to the way they can be made available to all agent groups.
26 Comments
Can private groups and tickets be viewed in Explore if you don't have access to the private groups?
Question: Can private groups and tickets be viewed in Explore if you don't have access to the private groups?
Answer: For now, yes. However we are working to get Explore to respect ticket privacy.
I have a use case where we had two groups of agents (I'll call them groups A and B) that needed to be combined into a new group (I'll call them group C). I removed users from groups A and B and added those users into group C. I then replaced/updated/added the new combined group C to all views, triggers, automations, user segments, macros, reports etc. that pertained to groups A and B.
I was told for historical reporting purposes to not delete the old groups (groups A and B). I would like to be able to remove the old A and B groups from being visible in the assignee dropdown on new tickets. I would like to have tickets part of the older A and B groups visible for all agents to search for in the agent workspace and view in Explore. Would private groups be able to solve for this use case long term? What other options might there be for this particular use case?
Just to make sure I'm reading this right.
You want agents part of Group C to be able tosearchfor old tickets in A&B andreporton old tickets in A&B,but not have A&B show up in the assignee drop down?
Private groups would not solve for this. Even if a member is not part of a private group, they could assign tickets to the group they are not a member of. Members who are not part of a private group, would not be able to search for those tickets.
Yes that's correct. Thank you.
Agents with the "Requested by end users in their organizations" ticket access can still view private group tickets linked to their organizations. Is this an issue that needs to be fixed or a limitation of the private group functionality?
Jason Littrell——这是一个限制,”requested by end users in their organizations" ticket access is different from "within groups and private groups" ticket access. The organization ends up using the permission for end_user_profile to determine ticket access.
Is it possible to limit access for people to set a group as private ?
Since it's not possible to revert a private group it would be of high value to be able to limit the access to e.g. Admins.
I think the word "access" on the role settings page in Admin Center is throwing me off, so I want to make sure I clearly understand this part:
IF
[✔️] Tickets within their groups and all public groups AND
[✔️] Assign tickets to any group (Can assign tickets to groups they don't belong to, including private groups),
THEN an agent who is in public group A and private group B can view tickets assigned to public group C, can assign tickets to private group D, but cannotviewor search fortickets assigned to private group D. Is this accurate?
If I want a role to be able to view, search for, and assign tickets to any public group but not any private groups, then they should be set up as follows:
[✔️] Tickets within their groups and all public groups AND
[ ] Assign tickets to any group (Can assign tickets to groups they don't belong to, including private groups)
Is this also accurate?
Hampus尼葛伦
Question: Is it possible to limit access for people to set a group as private ?
Answer: Not at this time, but this is valuable feedback.
Moe
场景:
IF
[✔️] Tickets within their groups and all public groups AND
[✔️] Assign tickets to any group (Can assign tickets to groups they don't belong to, including private groups),
THEN an agent who is in public group A and private group B can view tickets assigned to public group C, can assign tickets to private group D, but cannotviewor search fortickets assigned to private group D. Is this accurate?
Answer: Correct!
场景:If I want a role to be able to view, search for, and assign tickets to any public group but not any private groups, then they should be set up as follows:
[✔️] Tickets within their groups and all public groups AND
[ ] Assign tickets to any group (Can assign tickets to groups they don't belong to, including private groups)
Answer: Correct!
is this a new feature?
Bobby Koch
Yes - here's the announcement page:https://support.zendesk.com/hc/en-us/articles/4474311837082-Announcing-private-ticket-groups
Hi,
When adjusting a role "Tickets they can access" to "Within their groups and all public groups" to enable this, the role cannot access suspended tickets. This causes a bit of problems.
Could we have a separate permission added for the suspended tickets?
Hampus尼葛伦
Question: Could we have a separate permission added for the suspended tickets?
Answer: Eventually, yes! We're working on some other big ticket items like separating out ticket delete and redact right now, but we'd like to get there soon.
cc;Luiz Carlos Silva
Scott Dinner- you can use the Assignment Control app to handle that -//www.ying8.net/marketplace/apps/support/223590/assignment-control/
Hi,
Is there a way to prevent a certain assignee/ assignee groups from assigning to a private group.
Thanks
Bibi Ru Aubeeluck
Question: Is there a way to prevent a certain assignee/ assignee groups from assigning to a private group.
Answer: Not at this time. I have logged it as feedback for future product iterations.
I'm not sure we have any use for this feature, but maybe it adds something I don't know.
I want to see if I understand this correctly. If we are an enterprise with dozen of departments, we don't effectively have any "public" groups. Some agents have ticket membership in lots of groups and the "Within their groups" permission. Many agents might have membership in some groups, but no group is public, because e.g. finance should not access customer tickets, and agents should not access finance tickets.
Given the situation above, would setting all ticket groups as "Private" have any benefit for us? I mean, they are effectively private already, but any benefit in toggling that "Private" checkbox?
Or should we just keep them as-is (which I guess is "public") - ?
Joel Hellman- for us the value lies with the agents that have the access outside-their-groups permission - this creates a way to prevent them from seeing some tickets. This is helpful for us to cut down on agent workspace bloat (views, macros, etc), while maintaining their ability to access tickets they have reassigned outside their groups, but still needing explicit access granted for other groups' tickets.
With a setup similar to yours, where agents are already restricted to tickets under their own groups, private groups may not be as userful. But for use cases similar to what @mfg described, this would allow keeping some groups/tickets from being accessed by all agents without the need to restricting ticket access at the role level for all agents.
Thanks for your responses! I gather from your response our company don't have any use for private groups.
Private Groups are just for customers that havesomegroups that are "completely public" for a common set of Zendesk agents (only one set, though), to ease administration a bit.
Love this 'Private group' feature - it's exactly what we need... but... I fell into the trap of not seeing that it actually adjusts access to theSuspended Ticketsview (it removes access), when you change the standard role permissions to see tickets "Within their groups and all public groups", instead of "All, including those in private groups".
Sadly that made it a bit of a blocker for us to be able to use private groups at all, so I'm keeping my hopes up for this feature request:
https://support.zendesk.com/hc/en-us/community/posts/4805924826138-Private-Groups-Support-Access-to-Suspended-Tickets-view-?page=1
Might also be worth mentioning this limitation under the 'limitations' section, just so that other people don't fall into the same trap?
Tim G(ccJupete Manitas), we are fixing this limitation by end of Q2 (so give us about 3 months!). Will post an announcement when it's ready to go and released. Thank you SO much for your feedback, this is what helps drive our priorities.
Thank you for the update, Alina!
How do internal comments work for tickets in private groups?
i.e. say i am a zendesk light agent (an agent who is NOT in the ticket assignee private group) and i request a ticket for a form that assigns to a private group.
Can I see the internal comments being made to my ticket if I am not part of the agent group, but am the ticket requester?
Pleasesign into leave a comment.