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

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6 Comments

  • Camille DORE

    Hello, 

    We have the feeling that an extra choice has been added on the organization part in order to define wether the authorized user can consult + not send comment / consult + send a comment. 

    We believe it was not the case previously. 

    We have a strong feeling that today, the users that had the authorization to access the tickets of all the org don't have anymore the possibility to comment the tickets, because their authorization are by default "access + no comment possible". 

    Could you confirm me if this option is new / if anything change on this side recently ? 

    Thanks a lot, 

    0
  • Blanca

    Hi Camille,

    Thank you for reaching out. It is possible that an end-user has access to tickets only. I want to share with you a visual representation of the difference between ticket access at the organization and user-level: What is the difference between ticket access at the organization level and user level?. The changes in access can be available on your current subscription.

    To manage the role of your end-users, here's a helpful article for further reading: Creating, managing, and using organizations

    I hope these articles clarify your question.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

    https://support.zendesk.com/hc/en-us

    0
  • Zachary Tarantino

    Just putting a feature request out there, would love to be able to set Specific user access. As in, have a end user that can View and Edit their own tickets AND Org tickets and having end users that can View and Edit their own tickets AND only view Org tickets in the same Org.

    1
  • Emil Susort

    +1 for Zachary's feature request.

    0
  • Whitney Votaw

    We work in healthcare and have larger organizations who want only a select group of users to be able to add comments to any tickets within their org.

    To elaborate, most end-users should only be able to see their own tickets, but some end-users should have the ability to see all organization tickets and add comments.

    Is this possible?

    0
  • Afabio Junior
    Hello Whitney, 

    Thank you for reaching out.

    According to the table below, at the moment there is no configuration available to let just some end-users have the ability to see all organization tickets and add comments, this is due to the fact that the more permissive setting overrides the less permissive setting. 



    In order to allow end-users to add comments in tickets from their organization, you would need to select the option: "Can view all org tickets and add comments" for your organization, since this is the most permissive setting for an organization; even if you had the majority of your end-users set as "Can view and edit own ticket", every end-user from that organization would still be able to view all org tickets and add comments.

    For visibility by our product team, and to allow others to add their support via votes and comments, would you mind creating a post in our Feedback on Support, sharing your feedback and ideas is very important to us.

    Cheers,
    0

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