Access Controller

Give every agent the controls they need—and remove the ones they do not. LaPlante Management built Access Controller to help Zendesk teams protect important values from accidental edits, simplify crowded workspaces, and replace scattered field-ID lists with readable access profiles.

What it helps you do

• Create an All agents baseline
• Build reusable profiles for Groups, Roles, or individual Agents

• Set supported fields and tag editors to Editable, Read-only, or Hide
• Set ticket forms to Editable or Hide
• Control individual Type, Priority, and eligible custom dropdown choices

• Vary field and choice rules by ticket form, brand, assigned group, or new/existing state

• Inspect an agent's matching profiles and compare effective access before saving

• Duplicate profiles and apply confirmed bulk changes

• Open web addresses from read-only fields in a new browser tab

Context-aware choices

Eligible ticket-field choices inherit the profile's optional ticket scope. This lets an administrator remove irrelevant classifications for one form, brand, or assigned team without creating duplicate custom fields solely to offer different option lists. Ticket Status and Requester remain under native Zendesk behavior and are intentionally not controlled or marketed by Access Controller.

Predictable access

A profile assigned directly to an agent takes precedence. Otherwise, the most restrictive matching Group or Role result wins: Hide over Read-only, and Read-only over Editable. Profile items can inherit the All agents baseline.

Ticket fields and ticket tags normally stay in their native location and are disabled when set to Read-only. URL ticket fields also receive a safe sidebar link. User and organization fields use a read-only sidebar display because Zendesk does not expose a native disable action in those locations. If Zendesk refuses a ticket-field disable action, the app safely falls back to hiding the editable control and displaying its value in the sidebar. Forms intentionally omit Read-only in this release.

Important boundary

Rules control Agent Workspace presentation. Restricted controls may appear briefly while Zendesk loads the app and resolves the current agent. The app is not an API authorization layer; APIs, imports, integrations, exports, reporting, other apps, and other administrative surfaces may still access or update data.

Grown by LaPlante Management

This app was designed and developed by LaPlante Management, a Zendesk Advanced Implementation Partner and Partner of the Year.

Need a custom Zendesk app, workflow, dashboard, or integration designed around your organization? We build practical solutions that fit your processes and make Zendesk easier for your team to use. Visit laplantemanagement.com to learn more.

Data disclosure

The app reads active supported field definitions and choices, ticket forms, brands, Groups, Roles, Agents, current-agent identity and Group memberships, applicable field/form/tag values, and app installation metadata. It uses this data only to configure, resolve, and apply interface rules, display read-only values, and protect configuration saves. Configuration is stored in the customer's Zendesk account as an app installation setting.

The app has no external server, analytics, advertising, or tracking and sends no Zendesk data outside the customer's account. Contact Support creates a ticket inside the customer's own Zendesk account.

Access Controller is free for its initial Marketplace release.