Marc Howe

Seems we have the same problem as everyone commenting here; two separate Zendesk instances used in our company and one Slack, and it's causing a lot of pain not being able to integrate our latest zendesk instance. Happy to discuss our use-case anytime if it helps gain traction on this issue. 

Could someone provide an update on

https://support.zendesk.com/hc/en-us/articles/4408833756698/comments/4408849222426?

Could we have an update on this please?

Allowing us to select agents who can access tickets in multiple groups (but not be part of the group) would be a huge, huge benefit. As a new customer to Zendesk I'm disappointed it is not an existing feature.
In our use-case, we have different departments using the same Zendesk instance and each department has multiple groups. The groups from one dept needs to see all their dept tickets but not the tickets of another dept. We are already using Organisations for our customers (we are a multi-org company). We have been able devise a workaround using more groups but it's a complex arrangement and not ideal at all.