Configuring agent access to tickets when the agent is the requester

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<p id="docs-hc-snippet" style="display: none;">When an agent submits a ticket as the requester, Zendesk can treat that ticket differently from other tickets in their queue. On Enterprise plans, admins can control whether those agents can view internal notes and access the ticket in the Agent Workspace.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can control whether agents who submit tickets as requesters see internal notes or access those tickets in the Agent Workspace. This helps protect sensitive information while allowing agents to track their requests in the help center. Options include showing all notes, hiding notes on tickets assigned to private groups, or hiding all internal notes, with access varying by group, brand, and role permissions.</p>
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<div class="note fastpath" id="zug_agent_requester__note_hf5_2nz_hgc">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</span>
</div>
<p class="p">When an agent submits a ticket as the requester, Zendesk can treat that ticket
differently from other tickets in their queue. On Enterprise plans, admins can control
whether those agents can view internal notes and access the ticket in the Agent
Workspace.</p>
<p class="p">This setting helps you protect sensitive internal conversations while still letting
agents track their own requests in the help center when needed.</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="zug_agent_requester__ul_pp1_tcm_x4b">
<li class="li"><a class="xref" href="#topic_cd5_dvz_hgc">Understanding agent requester access</a></li>
<li class="li"><a class="xref" href="#topic_hvb_yhk_2jc">Considerations</a></li>
<li class="li"><a class="xref" href="#topic_ypv_5k1_3gc">Configuring your agent as requester workflow</a></li>
<li class="li"><a class="xref" href="#topic_edf_kvz_hgc">Understanding the workflow configuration options</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cd5_dvz_hgc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding agent requester access</h2>
<div class="body">
<p class="p">In Zendesk, agents sometimes submit tickets on behalf of themselves or others. When
the agent is listed in the Requester field, Zendesk can apply special access rules
based on the agent’s group, brand, and role permissions.</p>
<p class="p">This feature is useful when you want to do the following:</p>
<ul class="ul" id="topic_cd5_dvz_hgc__ul_ttn_qhk_2jc">
<li class="li">Prevent agents from seeing internal notes on tickets they requested.</li>
<li class="li">Limit access to tickets assigned to groups or brands they don’t belong to.</li>
<li class="li">Keep sensitive collaboration private while still letting agents follow their own
requests.</li>
<li class="li">Support workflows where agents can submit requests without seeing every internal
detail.</li>
</ul>
<p class="p">Depending on how you configure this feature, Zendesk can allow agents to view all
internal notes on tickets where they’re the requester, restrict access only when the
ticket is assigned to a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4988173561370" target="_blank">private group</a> or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874#topic_skc_frx_xbc" target="_blank">brand they don’t belong to</a>, or apply
broader restrictions that also cover tickets assigned to public groups and brands
outside the agent’s membership. </p>
<p class="p">If access is restricted, the agent may lose access to the ticket in the Agent
Workspace and instead <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_zhh_w2k_cgc" target="_blank">follow the request</a> in your help center
under My Requests. In that case, Zendesk treats the agent like an end user for that
ticket.</p>
<p class="p">For example, if an agent submits an HR ticket and assigns it to a private HR group
they don’t belong to, your settings might prevent that agent from seeing internal
notes or even accessing the ticket in the Agent Workspace. Even so, they can still
track the request in your help center.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hvb_yhk_2jc">
<h2 class="title topictitle2" id="ariaid-title3">Considerations</h2>
<div class="body">
<ul class="ul" id="topic_hvb_yhk_2jc__ul_awg_zhk_2jc">
<li class="li">The setting controls access to tickets where the agent is the <em class="ph i">requester</em>.
If the agent is only submitting a ticket on behalf of someone else and is not
listed as the requester, normal agent access applies.</li>
<li class="li">For agents to manage their requested tickets in your help center, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ckn_wc4_qy" target="_blank">activate your help center</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828251930" target="_blank">enable agents to access request
forms</a>.</li>
<li class="li">If agents submit tickets to brands they don’t belong to, brand visibility can
affect whether they can access those tickets in your help center. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9319604460826" target="_blank">update your configuration</a> to give
agents visibility across brands.</li>
<li class="li">Agents with roles that allow access to all tickets may still see internal notes,
even when restrictions are enabled. Similarly, depending on how you <a class="xref" href="#topic_edf_kvz_hgc">configure</a> this feature,
agents in custom roles with permission to access tickets <em class="ph i">within their groups
and public groups</em> can view internal notes in public group tickets
because Zendesk treats those agents as members of those public groups.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ypv_5k1_3gc">
<h2 class="title topictitle2" id="ariaid-title4">Configuring your agent as requester workflow</h2>
<div class="body">
<p class="p">In Admin Center, configure whether agents can view internal notes and access the
ticket in the Agent Workspace when they're the requester on the ticket.</p>
<p class="p"><strong class="ph b">To configure the agent as requester workflow</strong></p>
<ol class="ol" id="topic_ypv_5k1_3gc__ol_rcd_5s2_hlb">
<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_ypv_5k1_3gc__d9e1181" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Agent interface</strong>.</span></li>
<li class="li">Under <strong class="ph b">Agent is the requester</strong>, choose an option:<ul class="ul" id="topic_ypv_5k1_3gc__ul_nsl_23k_2jc">
<li class="li"><strong class="ph b">Show all internal notes</strong></li>
<li class="li"><strong class="ph b">Hide internal notes on tickets assigned to private groups</strong></li>
<li class="li"><strong class="ph b">Hide all internal notes</strong></li>
</ul>
<p class="p">See <a class="xref" href="#topic_edf_kvz_hgc">Understanding the
workflow configuration options</a> for details on each
option.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_edf_kvz_hgc">
<h2 class="title topictitle2" id="ariaid-title5">Understanding the workflow configuration options</h2>
<div class="body">
<p class="p">Admins have three options when configuring the agent as requester workflow, as shown
below.</p>
<img class="image img-screenshot" id="topic_edf_kvz_hgc__image_lgs_kcl_fhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_requester_options.png" width="700">
<p class="p">Although these options only refer to internal note visibility, it’s important to
understand that each option also affects whether agents can assign or access tickets
when they’re the requester.</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_xzx_xvz_hgc">
<h3 class="title topictitle3" id="ariaid-title6">Show all internal notes</h3>
<div class="body">
<p class="p">Choose this option if you want agents to have no additional restrictions when
they’re the requester.</p>
<ul class="ul" id="topic_xzx_xvz_hgc__ul_kjx_33k_2jc">
<li class="li">Agents can view internal notes on tickets where they’re the requester. (This
applies only to tickets in Support. Internal notes aren't visible in your
help center.)</li>
<li class="li">Ticket access isn't restricted by requester status.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_wdd_221_3gc">
<h3 class="title topictitle3" id="ariaid-title7">Hide internal notes on tickets assigned to private groups (default setting)</h3>
<div class="body">
<p class="p">Choose this option if you want requester access to be restricted only in certain
cases.</p>
<ul class="ul" id="topic_wdd_221_3gc__ul_bml_k3k_2jc">
<li class="li">Agents can view internal notes unless the ticket is assigned to a private
group or a brand they don’t belong to.</li>
<li class="li">If the ticket is assigned to a private group or a brand they don't belong
to, the agent loses access to the ticket in the Agent Workspace, and the
agent's internal notes become public. However, the agent can still access
the ticket in their email or the help center under My Requests.</li>
<li class="li">Agents in custom roles with access to all tickets can still view internal
notes.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_rz5_fj1_3gc">
<h3 class="title topictitle3" id="ariaid-title8">Hide all internal notes</h3>
<div class="body">
<p class="p">Choose this option if you want the strongest restriction.</p>
<ul class="ul" id="topic_rz5_fj1_3gc__ul_qyk_l3k_2jc">
<li class="li">Agents cannot view internal notes on tickets where they’re the requester if
the ticket is assigned to a private group, public group, or brand they don’t
belong to. <p class="p">Keep in mind that agents can view internal notes in public
group tickets if they have a custom role with permission to access
tickets <em class="ph i">within their groups and public groups</em>, because Zendesk
treats those agents as members of those public groups.</p>
</li>
<li class="li">If the ticket is assigned to a private group, public group, or brand they
don't belong to, the agent loses access to the ticket in the Agent
Workspace, and the agent's internal notes become public. However, the agent
can still access the ticket in their email or in your help center under My
Requests.</li>
<li class="li">Agents in custom roles with access to all tickets can still view internal
notes.</li>
</ul>
</div>
</div>
</div>
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