Limit access to other agent's tickets

Hi Sahil, 

You can limit the view of specific agents to the incoming mails of a single email address. Otherwise you can trigger incoming tickets (mail) to a special group after creation of ticket.

Regards, Stephan

Hey @sahil13 -

While you can restrict at the group level via Agent Roles (https://support.zendesk.com/hc/en-us/articles/4408831313050-How-can-I-prevent-agents-in-one-group-from-seeing-another-group-s-tickets), Zendesk was built on democratization of support - wherein one agent can step in for another in cases of PTO or one agent getting overwhelmed.  That said, Guided Mode might be what you're looking for: https://support.zendesk.com/hc/en-us/articles/4408825479066-Setting-up-Guided-mode

Cheers,

Brandon