Please provide a user specific 'Access' option for a user to view and add comments to all org tickets when the org's 'Users' setting is 'Can view own tickets only'
Posted Mar 18, 2022
Currently, when an org's 'Users' setting is set to: 'Can view own tickets only', then there is a user specific 'Access' option for 'Can view tickets from user's org'. This allows the user to view all org tickets, but not comment on them. We need an extra option to allow the user to view and comment on them.
According to this help article, this option only exists for shared orgs https://support.zendesk.com/hc/en-us/articles/4408893451290-What-is-the-difference-between-ticket-access-at-the-organization-level-and-user-level-
We need this option when the org is not shared.
Our use case: we provide our product to universities which are very large customers. We use Zendesk for our support. Our key stakeholders at our customers' sites like to have oversite of all the support tickets coming from their organisation. We achieve this with the "Can view tickets from user's org." feature of the Zendesk access setting. This is great, however, our key stakeholders are asking if they can comment on all tickets at their organisation. We welcome any solution to this problem!
[UPDATE] A limited workaround is documented here: https://support.zendesk.com/hc/en-us/community/posts/4409506834458-CC-Customer-On-All-Organisation-Requests
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11 comments
Alina Wright
Hi all, please continue to share your feedback. This is not planned for 2025 but we'll continue to monitor. Thanks!
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Brijesh Vikal
+1 for this request
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Vitalii Petrus
+1 to get this option in Zendesk
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Elżbieta Petryka
+ 1 This change would be very appreciated
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Laura Wu
Adding a +1 as well. We have customers who don't want to open up view + comment access for all their users but would greatly benefit from being able to have a few designated users with that permission.
Would love to know if there are any plans to implement this as an option or if there are any viable workarounds out there.
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Bruno Cruz
Hello, adding a +1 here. Do you have any plans on making this available?
Today, what happens is that clients want to have specific users with this ability and possible workarounds are not sustainable. Seems like this was first opnened back in 2022, any progress here?
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Brett Bowser
Hey 5086496485274,
The workaround article is no longer available as the functionality (URL Targets) are no longer available. It's also worth mentioning that the workaround that was provided was not a supported workflow as it could cause issues with your account. More information here: Can I use a trigger and a webhook to update tickets?
Apologies for not being able to provide another solution for you here.
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Olivier MAS
I didn't find your ticket easily ; I only was invited to watch it when I started to create "Authorize only 1 end-user to read and write comment to all organization tickets". Maybe a title simplification could help this feature to be more voted : I already watched many posts (ex : 2 from 1263169169050 and 1263169318910) talk about this feature.
+1
UPDATE : Your workoround article seems not be able anymore. By the way creating a trigger to automatically add a user in CC of all tickets organization could be the workaround.
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Phillip Mockridge
+1 on this request. It would be beneficial if there was a third option at the user Access level: "Can view and edit tickets within user's Org".
Our customers have proactive leadership and they want the ability to comment publicly on tickets within their Org.
Simply being able to provide this access at the user level will enable us to restrict this ability to only the identified "Power Users" without enabling this access to all end-users within the Org.
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Jake Warren
+1 for me on this, surprised to not see more votes on this one, some client power users want to be able to interject on tickets for those that they manage, and not having this option prevents that.
1900285116504 - Other than the mentioned workaround did you discover any other easy ways to solve for this scenario?
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