What is the problem?
Our Zendesk is used for our internal IT department serving a business built up of approx 40 location (each configured as an organisation) and a head office.
Our head office users are associated to a number of locations from a managerial perspective whilst their primary organisation is our head office. They are members of all the organisations that they oversee and a member of the head office organisation. The users have the "User Can view tickets from users org" permission to allow them to oversee their locations requests.
Why is it a problem?
The tickets raised against the head office organisation by its users should not be visible to other users in the head office organisation. They should be visible to the requester only. As they need to view tickets for the other organisations they oversee and have the "User Can view tickets from users org" permission they are granted access to all head office tickets.
Access to head office tickets should be restricted. The users should be able to raise tickets against it but not view others tickets associated with that organisation.
How do you solve the problem today?
Users with access to multiple organisations are not a member of the head office organisation.
How would you ideally solve the problem?
Permissions to be assigned on a per organisation basis.
Example user oversees 4 locations and is based at head office:
Head Office Org 1 – User Can view and edit own tickets only
Location Org 2 – User Can view tickets from users org
Location Org 3 – User Can view tickets from users org
Location Org 4 – User Can view tickets from users org
Location Org 5 – User Can view tickets from users org
How big is the problem (business impact, frequency of impact, who is impacted):
This impacts approximately 120 of our 5000 users and inconveniences the seamless service we aim to provide them with. It also means we are unable to accurately report on tickets for our head office users as they end up assigned to other organisations.