Is it possible to conceal a ticket from the User that owns it?

MS1Corp

Use Case:
User ABC has three existing tickets. Correspondence on these tickets are bi-directional (both Agents and User have visibility to the ticket and can append/update info on the ticket.

Now we want to add a fourth ticket, which is "owned" by User ABC. However, the Agents do not want User ABC to see the ticket. The Agents are managing a problem that should not be visible to User ABC. It is important to retain the context (when we search the Users for User ABC, we can see User ABC has 4 tickets).

Is there a way to conceal a ticket or mark the ticket private such that the Agents can see/update but the User owner cannot?

Thanks!

KevinTheJedi

MS1Corp

There is currently no way to hide Tickets from users where they are the owner. Any user can see any Tickets they own; unless their account is locked or they can’t login. To accomplish what you are looking for you’d have to create Tickets under an alias or create a custom field that you can use to input users’ emails or something. That way in your searches you can do where the Ticket owner and/or the custom field matches the user needed.

Cheers.

MS1Corp

Ok, locking the User out will be a sufficient workaround for now.