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

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  • Camille DORE


    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, 

  • Blanca
    Zendesk Customer Care

    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.

    Blanca | Customer Advocate

    Chat with our live support!


  • Zack Test

    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.

  • Emil Susort

    +1 for Zachary's feature request.

  • 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?

  • 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.

  • Dana Barker

    I would have expected the above grid to have a difference in permissions for the far right column depending on the user setting. It would make more sense if the org was set to 'view all org tickets and add comments' and the user was set to 'view and edit own tickets only' to have the same permissions as those outlined in yellow and the users who are set to view tickets from their org to have the permissions outlined in green.

    It defeats the purpose of having the different options if they provide the same level of access to the users. 

  • Hi Zendesk Team,

    A link or the info about if it possible or not to switch the default rights for the user between:

    - able to see organization tickets

    - not able

    Would be much appreciated :-)

    Best regards,


  • Dane
    Zendesk Engineering
    Hi Rapahel,
    For reference please check Creating Organizations.
  • Rawan Dawairi



    is it possible to add  a checkbox in which customers can lock access to the ticket from other users in the same organization. Do we have a workaround to change the permission so specific users can view tickets in the same organization. Right now, access permission is set to all users or none and I do not see any access on the tickets level it's either organization or user access level?

  • Gab Guinto
    Zendesk Customer Care
    Hi Rawan,

    I'm afraid this is currently not possible with the native options available in Zendesk Support. You may be able to display a checkbox in the email notification via html, by editing the email template, but the user's feedback/answer won't be automatically sent back to Zendesk.
    If you have time, I would suggest that you create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
  • Michael Cardamone

    Enterprise companies are moving towards customized user experiences. This means custom integrations into their existing SAAS Admin panels so Admins/Users do not have to jump into different environments. 

    Are there plans for Organization & Users settings API calls that would function on existing users?
    This would open the door for us to build custom digital experiences where I could allow my customer Admins to control these settings for their users submitting support tickets from my products admin panel. This may also open up the need for a new end user role or setting, "Organizational-admin"

    From an Enterprise perspective, I also concur with the statement Whitney Votaw made.


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