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Chris Malarky

Beigetreten 13. Mai 2021

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Letzte Aktivität 10. Feb. 2022

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KommentarEnd users and organizations

Kommentar anzeigen · Gepostet 03. Aug. 2021 · Chris Malarky

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Community-Kommentar Feedback - Ticketing system (Support)

Great, thanks Heather, and the same to you!

Kommentar anzeigen · Gepostet 30. Juli 2021 · Chris Malarky

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Community-Kommentar Feedback - Ticketing system (Support)

Hi @...,

The second option there, "Can view tickets from user's org", allows that specific user to view any ticket in the Org, but not add any comments.

If you do it at the Org level, once you have said that all Org users can view all tickets, you also get the option to allow them to add comments too.

This means that you have three options:

  • Some users can view all
  • All users can view all
  • All users can view and update all

What we're looking for is the ability to allow some users to view and update all, and at the same time allow all users to view (basically giving more privileges to a small amount of users).

I've gone and tested again, just to be sure, and if you set an individual user to "Can view tickets from user's org", they definitely cannot add comments.

Kommentar anzeigen · Gepostet 30. Juli 2021 · Chris Malarky

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Post Feedback - Ticketing system (Support)

Sorry if this is a dupe, but didn't show up in a search...

As discussed in https://support.zendesk.com/hc/en-us/articles/203661976 the ability to only allow "Add Comments" at the Org level and not per-user feels backwards.

The usual request we get is that a select few admins at our customers want to be able to edit all tickets, and they are happy to have all users view all tickets, but never the other way around.

Gepostet 28. Juli 2021 · Chris Malarky

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KommentarEnd users and organizations

I realise that this has been mentioned a few times, but the ability to only allow "Add Comments" at the Org level and not per-user still feels backwards.

The usual request we get is that a select few admins at our customers want to be able to edit all tickets, and they are happy to have all users view all tickets, but never the other way around.

Please consider this a feature request, thank you.

Kommentar anzeigen · Gepostet 28. Juli 2021 · Chris Malarky

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KommentarTicket automation and collaboration

Hi @..., I can tell you that the CC Blacklist bug we found when we made the switch has been fixed.

I'm still not sure I would make the switch again, given the choice - we still seem to end up with agents in the CC list, even when they are already following (I *think* that happens when customers re-add their account reps on CC as they think they are missing - not sure there's much we can do about that though).

Kommentar anzeigen · Gepostet 15. März 2021 · Chris Malarky

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