Creating private ticket groups and granting agents access

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<p id="docs-ai-summary-content">Create private ticket groups to control who can view specific tickets. Only agents in these groups can access the tickets unless added as a CC or follower. Admins and team leaders can view all private group tickets by default. To manage access, adjust permissions at the role level, ensuring agents have the necessary access to support their tasks effectively.</p>
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<div class="body">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph" id="topic_mxq_1cj_dvb__groups_ql">Admin Center &gt; People &gt; Team &gt;
Groups</span>
</div>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">Groups</a> are used to create collections of agents based on
criteria those agents have in common. You can create private ticket groups to designate
a group of team members who can see tickets with otherwise restricted access. </p>
<p class="p">When a ticket is assigned to a private group, only agents who are members of that group
can see the contents of the ticket, unless the agent is explicitly added as a CC or
follower. If the agent is the requester they can't access the ticket in the Agent
Workspace. Instead, they can access these tickets as an end user, either <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_qgd_mqd_yy" target="_blank">through email or the help center</a>.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic_mxq_1cj_dvb__ul_wbg_14b_wqb">
<li class="li"><a class="xref" href="#topic_lvk_kz3_dvb">Creating private ticket groups</a></li>
<li class="li"><a class="xref" href="#topic_l21_rbj_dvb">Granting agents access to tickets in private groups</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lvk_kz3_dvb">
<h2 class="title topictitle2" id="ariaid-title2">Creating private ticket groups</h2>
<div class="body">
<p class="p">You can make a group private to restrict access to the tickets assigned to it. You
must be an admin or an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role with permission</a> to create
groups.</p>
<p class="p"><strong class="ph b">To create a new private ticket group</strong></p>
<ol class="ol" id="topic_lvk_kz3_dvb__ol_jlg_poe_bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lvk_kz3_dvb__d8e641" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Groups</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add group</strong>. </li>
<li class="li">Enter a <strong class="ph b">Group name</strong>.</li>
<li class="li">Optionally, enter a <strong class="ph b">Description</strong>.</li>
<li class="li">Select <strong class="ph b">Make it private</strong>. This can’t be undone. </li>
<li class="li">If you want to make this the default group for your account, select <strong class="ph b">Set as
default</strong>.<div class="p">All new team members will automatically be assigned to this
group.<div class="note">
<span class="notetitle">Note:</span> Your account’s default group and a team member’s default
group are two separate types of defaults. To learn more about this
distinction, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Changing the default group for your
account or team member</a>. </div>
</div>
</li>
<li class="li">Under Add group members, click the plus sign ( <img class="image" id="topic_lvk_kz3_dvb__image_v1w_d4d_dxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Groups_new_plus_sign.png" width="20"> ) next to the name of the team member you want to
add.<p class="p">Alternatively, you can click <strong class="ph b">Add all</strong> to add all team members
in the list to the group. </p>
<p class="p">To help find team members, you can search
the list by team member name or email.</p>
</li>
<li class="li">Continue to add team members as needed, then click <strong class="ph b">Save</strong>.<p class="p">The new group
is created and labeled as private.</p>
</li>
</ol>
<div class="p">
<strong class="ph b">To convert an existing group to private</strong><ol class="ol" id="topic_lvk_kz3_dvb__ol_ps1_r1j_dvb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lvk_kz3_dvb__d8e641" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Groups</strong>.</span></li>
<li class="li">In the list of groups, find the group you want to edit and click its name. </li>
<li class="li">Select <strong class="ph b">Make it private</strong>.<div class="note">
<span class="notetitle">Note:</span> If you convert an existing
group to private, you cannot make it public again.</div>
</li>
<li class="li">Click <strong class="ph b">Save.</strong><p class="p">The new group is created and labeled as
private.</p>
<p class="p"><img class="image" id="topic_lvk_kz3_dvb__image_nhf_5xp_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Groups_new_index_page.png" width="500"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l21_rbj_dvb">
<h2 class="title topictitle2" id="ariaid-title3"><strong class="ph b">Granting agents access to tickets in private groups</strong></h2>
<div class="body">
<p class="p">Access to tickets, including tickets in private groups, is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">set at the role level</a>. Among <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_clf_k5q_qk" target="_blank">native agent roles</a>, Admins and Team Leaders can see
tickets in private groups by default. For custom roles, you can configure them to
have access to tickets in private groups.</p>
<div class="p">
<strong class="ph b">To edit private ticket access for a role</strong><ol class="ol" id="topic_l21_rbj_dvb__ol_tzm_bbj_dvb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_l21_rbj_dvb__d8e626" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li">On the role for which you want to edit access, click the options icon
(<img class="image" id="topic_l21_rbj_dvb__image_lhf_qmj_dwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) and select <strong class="ph b">Edit</strong>.</li>
<li class="li">Under <strong class="ph b">Tickets they can access</strong>, make your changes to the ticket
permissions.<p class="p"><img class="image img-screenshot" id="topic_l21_rbj_dvb__image_ydy_hbj_dvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ptg_role_permissions.png" width="600"></p>
<p class="p">Agents with <em class="ph i">Requested
by end users in their organizations</em> ticket access can still view
private group tickets linked to their organizations. </p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
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