Resolving Conflicting Ticket Permissions in Zendesk
How do conflicting ticket permissions get resolved in Zendesk?
In Zendesk, when there are conflicting ticket permissions between organization and user levels, the more permissive setting will override the less permissive one. This means that if an organization allows viewing of all tickets but a user is restricted to their own, the user will still have access to all organization tickets.
This approach ensures that users have the maximum level of access allowed by any of the settings applied to them. It's important to carefully configure these settings to ensure the right level of access is granted to users.
More related questions
What is the difference between ticket access at the organization level and user level in Zendesk?
Ticket access in Zendesk can be set at both the organization and user levels, allowing for flexible control over ticket visibility. Organization-level settings determine how tickets are visible across the entire organization, while user-level…
Can I set specific ticket access permissions for individual users in Zendesk?
Yes, you can set specific ticket access permissions for individual users in Zendesk, but with some limitations. While you can define user-level permissions, these can be overridden by more permissive organization-level settings. For instance, if…
How can I bulk import users with specific ticket permissions in Zendesk?
To bulk import users with specific ticket permissions in Zendesk, you need to include a 'restriction' column in your CSV file. This column should specify each user's ticket access level, ensuring that the correct permissions are applied during the…
Is it possible to allow only some users to add comments to organization tickets in Zendesk?
Currently, Zendesk does not support allowing only some users to add comments to organization tickets while others cannot. The permission setting 'Can view all org tickets and add comments' applies to all users within the organization. This means…
How can I manage ticket access for users in different organizations in Zendesk?
Managing ticket access for users in different organizations in Zendesk involves setting organization-level permissions and adjusting user-level settings as needed. Each organization can have its own access settings, which can be overridden by more…
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