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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