Daniela

We're having an issue where I think we have hit a wall. We're a software company and use Zendesk as the support platform for our clients, as well as their developer partners who are implementing our API. A developer may have implemented our product with more than one client. In order to achieve the privacy requirements for ticket interaction, we use a many-to-many mapping between partners and clients with the following organization structure: 

Developer 1-ABC

Developer 2-ABC

Developer 1-DEF

Where Developer 1 and Developer 2 are partners who are implementing, or have implemented, our product. ABC and DEF are our clients. I need users in “Developer 1” to be able to view all their tickets for all clients they have worked with. In other words, they should see tickets in “Developer 1-ABC" and “Developer 1-DEF”. I need client ABC to see all of their partners' tickets and be able to interact, so they should see “Developer 1-ABC” and “Developer 2-ABC”. To achieve this, we use email mapping and allow users to belong to multiple organizations. 

We are now facing a challenge that, as we grow and the number of partners grows, we have reached the 300-limit on how many organizations a user can belong to, so we need to figure out an alternate solution. 

The ideal approach would be to use custom objects, and we could nicely map the client to developer with that. The challenge is visibility of the tickets to the end user. It's not just a matter of us tracking the tickets internally, it's about setting permissions for the end users so that they only see the tickets that they are allowed to see. I don't know if this would be possible with custom objects. I have also played with User Segments, but are User Segments linked to tickets in any way, or is it just for the Guide? 

Any ideas or feedback is greatly appreciated!