What is the difference between ticket permissions set at the organization level and the user level?
There are organization access settings in the user profile and in the organization itself. These permissions are separate to allow for more specific control over how visible an organization's tickets are, as well as how individual users are able to see tickets. If the settings are in conflict, the more permissive setting overrides the less permissive setting.
The table below goes over all the possible combinations of permissions.
|Can view own tickets only||Can view all org tickets but not add comments||Can view all org tickets and add comments|
|User||Can view and edit own tickets only||User can view and edit own tickets.||User can view all tickets but not add comments -- can edit own tickets.||User can view all org tickets and add comments to all tickets.|
|Can view tickets from user's org||User can view own tickets and tickets from Org.||User can view all org tickets but cannot add comment to other tickets that are not their own.||User can view all org tickets and add comments to all tickets.|
Because these permission sets are treated differently in Zendesk, they must be specified when creating each user and organization. When bulk importing users via CSV file, specify each user's permission within the file by including a "restriction" column in the file. When creating users via API, set this restriction by setting the