Restrict some Agents access to some Accounts & Contacts

Restrict some Agents access to some Accounts & Contacts

I have two agent types:
  1. Full Agent
  2. Customer-Specific Agent
I want Full Agents to be able to access all tickets,  contacts and accounts - I can get this working fine.

I want Customer-Specific agents to only access tickets and contacts specific to ONE account.

I can achieve the ticket separation by using a department. This is fine.

However, even with department separation, and even if I hide the "Contacts" module from the top-bar for these agents, when raising a new ticket, if they click on the spyglass icon next to Contact or Account in the new ticket form, they are shown a list of ALL contacts in my system. This is unfortunately a data breach.

If I remove their module access to Contacts and Accounts, they can no longer raise tickets as that part of the form doesn't work.

Does anyone know how to get around this?

Thanks!


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