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Allow view access by user (not only by group)

Related products:Support
  • October 7, 2025
  • 2 replies
  • 5 views
K

Hi everyone 
 

I’d like to share a feature request regarding view access management in Zendesk.
Currently, it’s only possible to restrict view access by group.
It would be really helpful to also be able to define access by individual agent.
 

Use case:
In some teams, a specific agent needs access to certain views that are not relevant for their entire group.
Right now, the only workaround is to create additional groups just to handle these exceptions, which makes user and group management heavier and less flexible.


Suggestion:
 Add the option to define view access permissions per user, in addition to the existing group-based access control.


Impact:

  • More precise and flexible access management
  • Fewer unnecessary groups to maintain
  • Better adaptability for teams with custom roles or shared responsibilities

    2 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • October 8, 2025
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
     
    S
    • Steven11
    • Newcomer
    • April 24, 2026

    Big upvote for this one. I came here to request the same thing. 

    Use case for us, we have a lot of groups and views, and I often need to give access to particular views to an account manager, but adding them to the group gives them all the views pertaining to that group which is too many. Or I have to create a view for just a few members of a team, without cluttering up the views for the whole team. The only solution is to have another separate group resulting in far too many groups to manage. 

    It would be so much more convenient and flexible to make a view visible to ‘these groups’, plus ‘these agents’. 

    Thanks! 

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