Brian Adgey

I have created a new feature feedback thread for this.  if anyones interested, please upvote.  You shouldnt need to be on enterprise, to effectively mitigate Zendesks poor security/design decisions.

Having on-boarded my organisation on to support, and not really wanting all agents to be able to see all tickets, i ensured they could only see their own tickets.  In doing so, they lost the ability to be able to add or view customers, which seems mad!  Why should changing ticket access to tickets from All Tickets to anything else, stop an agent being able to create a proactive ticket, and not be able to add a Customer (end user).   This access option is clearly only ticket related.  If its affecting anything else, that needs to be spun out into its own permissions set, and your customers shouldn't be forced to buy enterprise to effectively mitigate a very poor design decision.   

i have just created a new ticket regarding this.   18 months later, and apparently no appetite to resolve this issue.  its such a stupid one.

As the title says, i have just had to raise a ticket due to a test account i was setting up, not having access to create new users/customers (terminology seems to change in different parts of support for the same thing, maybe another feedback comment).   I had set the agents access to "Tickets in agents group, yet have now been told that in order for an agent to add a new user during a new ticket, or to edit users/customers, the access needs to be set to "All Tickets".   Why would the agents access dictate if they can add or edit a user/customer, and what if i dont want an agent to access all tickets, but still want them to add users/customers?

i can see something similar here:-

Agents should be able to create users – Zendesk help

But it only provides what i would call a workaround, but of all the cheek, you need to be on the enterprise plan to do it, and i am on teams.   In addition, the workaround talks about effectively the user assuming the identity of a customer to edit their profile.   An agent should be able to do this without having to assume the identity of the customer, and in the case of a new user, they are not assuming anything, just creating a user. I am also an admin on my admin account, i dont have to assume the customers identity to edit a profile, im just the ADMIN, so i can do it.

Just awful to see the response on the post i linked to.