Question
What is the difference between ticket permissions set at the organization level and the user level?
Answer
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.
| Organization | ||||
|---|---|---|---|---|
| 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 and edit own tickets and can view tickets from their org. | User can view and edit own tickets and view and add comments to all org tickets. |
| Can view tickets from user's org | User can view and edit own tickets and can view tickets from their org. | User can view and edit own tickets and can view tickets from their org. | User can view and edit own tickets and view and add comments to all org 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 ticket_restriction attribute.
7 Comments
Hi Tian,
I have a question, is there a way to give a single user to view all org tickets AND add comments.
I only see the option to give add comments permission on the org level, and i do not want ot give the entire org that permission.
thanks,
Sahar
Hi Sahar!
Thank you for reaching out! This one is a little tricky!
You can't give a single user access to view all org ticket and add comments, but not the ability to add comments for everyone else in that org.
Depending on the workflow you are looking to achieve, you could give users in that org the ability to view all tickets and add comments. Then change the individual user permissions to just be able to view and edit own tickets only to restrict viewing and editing access.
My apologies that organization and user permission configuration doesn't allow for giving a single person access to org tickets and comments! Please let us know if you have further questions or concerns!
Tiann,
Can you please enable support for a single user to have org level comment permissions?
Hey Evan,
There's nothing on the roadmap currently to add this as a feature. I'll be sure to pass this feedback along to the appropriate team so they're aware of this use-case.
Cheers!
At the org level/definition and for the field entitled `Users' I only have 2 drop down values, namely `Can view all org tickets` and `Can view Own tickets Only'. The table above suggest that there are 3 valid options for 'Organization' and named `Can view own tickets only`, `Can view all org tickets but not add comments` and `Can view all org tickets and add comments`.
What I want to achieve is that a user is defined so that they can view/edit their tickets as well as view/edit any other ticket logged by users of the same org.
Hello Dana Canzano,
I've made some updates to the table in this article to make it a bit more clear! I hope that helps.
It sounds like what you're looking to do is set the the Organization to "Can view all org tickets and add comments" and the user to either setting. As long as the organization level lets everyone view and comment on all org tickets, the user level does not matter because it is overridden.
I hope that helps!
I would think that there wouldn't need to be a use case to allow one person, say a business owner to have access to all of their organization tickets and be able to edit them.
This seems like beneficial functionality to be able to assign an individual that can speak for the organization as a whole, while also not allowing every one of the other users access to edit organization tickets.
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