Confidential tickets per operator, not per group.
We’re trying to enforce confidentiality at an individual operator level in TOPdesk, rather than at operator-group level.
We have already explored operator filters, including keeping sensitive areas such as HR within a filtered group and creating partial calls where another team needs to be involved.
The problem is that this becomes too restrictive. Once operators are separated using filters, normal 1-to-1 communication and collaboration with operators outside that filtered group is affected. While this protects the confidential tickets, it also creates barriers to everyday cross-team working.
Essentially, we’re trying to achieve:
- A ticket can be assigned to an individual operator and remain confidential to that operator.
- Other members of their operator group should not automatically gain visibility of that ticket.
- The operator should still be able to communicate and collaborate normally with operators across other groups.
- We want to avoid creating individual or dedicated operator groups for every person who may need to handle confidential tickets, as this would quickly become difficult to manage.
Operator filtering feels like using a very broad control to solve a much more specific problem. If we start filtering everyone simply to provide individual confidentiality, we eventually reach the point of: “And when everyone’s super… no one will be.”
Has anyone found a clean, scalable way of achieving ticket-level or individual-operator confidentiality in TOPdesk without restricting normal collaboration between operators?
Alternatively, is a "visible only to selected operator(s)" type of functionality something that already exists, or something others would find useful as a feature request?