Restrict group to customers

  • Used Zammad version: 3.2.x
  • Operating system: Ubuntu 18.04
  • Browser + version: Chrome 80

Hi everyone, I have a question about customers and group.
We have 2 support groups, support1 and support2.

When a customer open a ticket on webinterface, he can select the group (support1 or support2).
Is there a way to restrict customers to one group and some others customers to another group ? (we don’t want that customers see all groups)

I don’t find the way to do it ^^,

Thx in advance,


1 Like

You can’t do that as far as I know, that’s why we created a new group like “Incoming” and selected this group as the default group for new tickets, the user can’t see any groups at all. Agents have to assign the incoming tickets then to the correct group

Ok thank you for your answer :slight_smile:

That’s not true.
You can perfectly decide which groups your customer is allowed to write to.

This works for one or even more (or all) groups if needed. You’re looking for the web channel here.


thank you, I try to add an incoming group and restrict customers to this group --> that is OK.
But when an agent open the ticket, there is no select area to dispatch the ticket to another group. Have I missed something ?

I think you misunderstood op’s request: he wants some customers to only see Group 1 and other customers to only see Group 2. That’s not possible, you can only choose which groups are seen by every customer.

Check your permissions under Roles -> Agent. You need to give your agents enough rights to all your groups so they can assign the tickets.

Yes it was my original request :slight_smile:

And thank you, I missed this parameter (permissions roles → agent), it’s working now :slight_smile:

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