Zoho Desk Portal - Hide Tickets

Hi,

In the process of setting up and the planned commissioning of the customer portal, we are faced with the following problems and challenges.

How can a ticket be protected from access by the customer via the portal? In general, the client should see all his tickets in the portal, with a few exceptions...

Departments can be enabled or disabled for the customer portal. However, this is not a viable option as all tickets should be handled within a single department.
Are there any other options besides the global department setting?
Do you have any best practices that you could share with us?

The reason for this requirement is that certain internal topics should be linked to the right contact person but should not be visible to the customer. This concerns, for example, technical issues (server problems, network problems in the hosting environment) which somehow belong to the customer but were not reported directly by him and therefore should not be visible. I hope it is clear what is meant here.

Regards,

Sven

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Topic Participants
Sven
Ajith | Zoho Desk
Ash | Zoho Desk

Sticky Posts
Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
Deprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions