Creating, managing, and using organizations
Sorry if this is a dupe, but didn't show up in a search...
As discussed in https://support.zendesk.com/hc/en-us/articles/203661976 the ability to only allow "Add Comments" at the Org level and not per-user feels backwards.
The usual request we get is that a select few admins at our customers want to be able to edit all tickets, and they are happy to have all users view all tickets, but never the other way around.
Isn't that provided at the User level here? Maybe I'm misunderstanding your use case.
The second option there, "Can view tickets from user's org", allows that specific user to view any ticket in the Org, but not add any comments.
If you do it at the Org level, once you have said that all Org users can view all tickets, you also get the option to allow them to add comments too.
This means that you have three options:
- Some users can view all
- All users can view all
- All users can view and update all
What we're looking for is the ability to allow some users to view and update all, and at the same time allow all users to view (basically giving more privileges to a small amount of users).
I've gone and tested again, just to be sure, and if you set an individual user to "Can view tickets from user's org", they definitely cannot add comments.
Ah, Chris Malarky
Yes, you're right on this -- thanks for clarifying. I agree with your use case and have upvoted this post! I hope others do the same.
Have a great weekend.
Great, thanks Heather, and the same to you!
It is crazy to me that the only way currently to allow an Admin for an org to add comments easily through the interface is to allow EVERY USER to be able to view and comment on every ticket under that org.
Please extend the functionality that already exists at the org level to instead be set at a user level.
Big time +1 to this. The org features in ZD are not well suited to internal management structures where, in our case, store level and GM users submit tickets that Area Managers want to be able to comment on. But Area Managers submit tickets we should never let lower levels see details on.
Completely agree. We have a large customer that needs to have 1 person view and comment on all tickets, but we'd rather not expose all tickets to all users.
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