Agents adding incorrect end users to tickets
Hi there!
Our organization is on the Enterprise plan, however this problem dates back to before we upgraded. We have multiple client organizations that we support (over 2000). Agents are always handling tickets from multiple organizations in a day. We've several times run into an issue where an agent will accidentally cc a user from another organization on one organization's ticket. This is a big problem for us, firstly because that ticket may contain private information from the other organization, and secondly because there is no feature in Zendesk that helps us identify these tickets, so it may be a while before they are found. This is costing us time and money!
I've looked at the following options
reporting - there doesn't seem to be any reporting on ccs for tickets, and even if there was I don't think there's any way to check if someone from organization A is ccd on organization B's ticket without getting some sort of export of every ticket and cross checking, which is a lot of manual work
system rules - there doesn't seem to be any rules in Zendesk that restrict who can be ccd on a ticket, in terms of users or email addresses
organization restrictions - I looked into restricting the agents to organizations, but that doesn't help as it's the user, not the organization that is the problem
We need a way to either prevent agents from adding end users from other organizations into tickets, or a way to easily identify when this happens. I'm sure we are not the only Zendesk client who has run into this so hopefully there is a solution out there!
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Hi Mark,
I agree with your description of the problem and this sounds very logical and should be able to be addressed quite easily.
I assume that organizations are associated with email domains (they are for us) so before sending an email off, a simple check could flag to the agent any cc contacts that have a domain in an existing organization different than the recipients organisation. This could then be made configurable to either apply to domains that aren't registered against an organization or not. I can see use cases for either scenario.
In terms of importance, I would rate this quite highly since accidentally cc'ing the wrong person exposes GDPR protected data to another organization and can't easily be remedied. Simple human error can cause a great deal of damage so this should get some attention.
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Hi Robert,
Thanks for your reply! I think your suggestion would work perfectly for us - right now I am looking into doing exactly the same via API, but I don't think we currently have the development bandwidth to do it. Building something into Zendesk would be preferable as it could block the user from taking this action (whereas API could really only tell someone when it's happened).
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Hi @...!
There is a great solution – Restrict CC app. Check it out on Marketplace here//www.ying8.net/apps/support/632185/restrict-cc
Pleasesign into leave a comment.
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