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Change default behavior of Organization / user setting



Posted Dec 06, 2021

Hello,

A nice feature would be to have access to change the default behavior when setting up New organizations.

The current default is very restricted. 

I want to change the default setting on new Organizations. I want the setting "Users: can view all org tickets" and Users setting, "Can view tickets from users org" to be possible to set as default. As of now, every organization added requires this manual step to make the ZD portal behave as expected for customers. 

Related suggestion: retroactively bulk change this option safely (ie, without exporting&importing the entire user db!


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Matt Bagnara

Zendesk Product Manager

Hi Johan Suurküla 👋🏻

Matt here from the Zendesk Product team. Thanks for your feedback. I'd love to learn more about your particular use case, is there a reason why you're wanting to update the default setting for new Organizations?

Thanks!
Matt

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We need this too, urgently!

The use case is simple - if you offer support to businesses, more often than not the people you are in contact with from the same organization also need to be aware of the communications that we have with their colleagues. 

It's tedious to change the settings for every organization and user we create, and sometimes you simply forget. 

I'm surprised this feature doesn't exist yet, would be awesome if you could implement it :D

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Sorry for the delay,

Our situation exatcly as Jan describes.

Thanks Jan!

 

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Matt Bagnara

Zendesk Product Manager

Thank you Jan Schweigerer & Johan Suurküla for providing this further detail! In each of your use cases, is the configuration you described the same for every new organization being created? In other words, are there ever any outliers? Also, is there a particular place in Support where you would expect to manage these default settings?

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Hello Matt,

In practice - there are no outliers. 

In order to not forget about the change of setting (that if forgotten - ruins the day when it is the most important = when multiple end-users are working together on the same critical problem) we discuss this manually with each customer during on-boarding. We at least attempt to make it sound like a feature, but to this date, never have have any customer thought the "default setting" has been a remotely good idea. We change the default settings literary every time we setup a new organization.

Where to find the setting? I figured "from a menu standpoint" the logical place would be somewhere in the admin/manage/organization. The main thing is the keyword "organization" that I would be looking for in settings, and expect to find it somewhere.

cheers.

 

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Hi @...

Our situation is the same as Johan's there are practically no outliers. Every Organization should have their end users be able to see their peers tickets and comment on them. 

Hence, the tediousness of setting each organization and every end-user up that way.

Can you give us an update if this is a feature that might be available in the future? If so, could you give a rough estimate?

 

Thanks in advance

Jan

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Matt Bagnara

Zendesk Product Manager

Hi Jan Schweigerer,

Apologies for my delayed response here. Whilst this is not something we currently have planned I have documented your feedback and I'll be sure to provide an update if and when we have started to look into this request in more detail. Thanks for your feedback.

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I would like to see this as something I can set at a default level.

Creating orgs and then having to manually edit that field is a bit tedious.

Would be good to understand if this is possible to automate via the API in the meantime @...?

Thanks!

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Same here. b2b. We are changing these values on every organization we onboard. Would love a way to change the default. 

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Same here

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Any status updates on this must-have feature?

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Jill Bragg

Zendesk Luminary

Hey team! Any updates on whether or not this might change at some point?

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We need this as well! Zendesk Product team - any updates as to whether or not this requested functionality is on the roadmap? For our particular use-case, the organizations we support generally have more than one ticket submitter so it's extremely beneficial for the organization to be able to view all tickets (within the org).

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Hi Team, we need this feature in place as this is a blocker for us to integrate salesforce which is used for automatic organization creation when a opportunity is closed/new customer is onboarded but by default the users field is set to “can view own tickets only” but we need it to be switched to “can view all org tickets” and set a specific default group as well for which we don't have an option. If we don't have this feature then again we need to manually change these field entries which is a tedious task, can this request be considered on priority and help us here to set these fields on a global level and not per org level (which is only available option today)? 

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Any news on this feature? We also absolutely need this asap. We just migrated to Zendesk from Intercom and needed to batch upload the entire customer base from our platform to prepare for tickets etc. 

One of the key features was that they could see tickets across all orgs. Now I see I need to manually update it on all users? That's not at all feasible for 5000+ users. 

 

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