Understanding Ticket Access Levels - Frequently asked questions
Frequently asked 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…
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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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