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'
Data ultimo post: 18 mar 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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16 commenti
Nikki Goodson
This would be incredibly useful for us as well. Similar to the original use case about universities, our clients are healthcare organizations, and we have a handful of admins from each organization who would like to be able to view and comment on all tickets. However, potentially hundreds of end users from an organization should not be able to view each other's tickets.
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kate
Is there any update on if this is on the roadmap yet Zendesk? Our customers really need this functionality to be able to allow only some employees to view and comment on organization tickets. Please prioritize this feature!
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Frank de Groot
We have clients asking for this as well, so a +1 from me. They're now sending in new tickets to ask us to close a different ticket, which is quite an elaborate way to ask us to close a ticket.
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Jeremiah Cramoy
We have a similar use case. We have several clients that have key stakeholders who need to view and collaborate on all org tickets. The current setup only allows viewing without commenting unless enabled for all users, which could be a security/privacy issue. We’d love to see per-user commenting added!
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Christopher Fassano
I regularly receive requests from AEs, CSMs, SEs, and Support for this exact thing. It would be fantastic if Zendesk could prioritize this.
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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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