Business Plan subscribers now have the ability to restrict access rights for agents (also known as queue-based access rights). Previously the ability to set an agent as a restricted technician (RT) was available only on the Enterprise and Enterprise Plus plans.
The restricted technician role can be selected when creating or editing an agent record. Restricted technicians are only allowed to access tickets in their specified queues. It’s most useful when tickets are assigned to outside vendors, or when certain tickets need to be kept confidential, or when tickets for different departments are managed by one helpdesk.
