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Individual end user ticket permissions



Posted Oct 29, 2021

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.


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4 comments

We also need this access. Most of our customers have asked for their managers to be able to review the tickets for the entire organization, and to update and/or close them. It would be best to allow us to configure end-user roles with specific access rights, but at a minimum to provide one additional role that allows managers to change the status (open, hold, pending, solved...) on tickets. 

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Hi!

Many customers of our organization that uses Zendesk inquire about the option to give full access to all their tickets within a particular organization but only to limited amount of users. Now it's not possible, we can let all users within org either edit rights or view rights, a segmentation doesn't work here because org permissions settings override user's one.

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Ashley Caputo

Zendesk Luminary

This is definitely needed. It doesn't make sense that editing all org tickets is an all or none Organizational level option and not on a user based level. Not having this granular option makes the capability useless for many of our customers because not everyone should be able to edit all tickets in an organization.

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Alina Wright

Zendesk Product Manager

Hi all, while this is not planned for our 2024 roadmap, we'll keep it in mind as we start planning for 2025. Thank you for your feedback. 

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