What is the difference between ticket access at the organization level and end user level?

Question

What is the difference between ticket permissions set at the organization level and the end user level?

Answer

There are organization access settings in the end user profile and in the organization itself. These permissions are separate for specific control over the visibility of organization tickets. If those settings conflict, the more permissive setting overrides the less permissive setting.

These settings are available within Support, from:

1. Any organization > Users field
   
   
2. Any end user profile > Access field
   
   

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
End 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, you must specify them when creating each end user and organization. When bulk importing users through a CSV file, provide each end user permission within the file by including a restriction column in your file. When creating users through the API, establish this restriction by setting the ticket_restriction attribute.

For more information on setting user and organization permissions, see the article: Creating organizations and Adding end users.