Current Situation:
- Organizations can only be set as either shared or not shared
- When an organization is shared, all users in that organization can see all tickets
- When not shared, users can only see their own tickets
- No way to give specific users broader access without sharing the entire organization
Use Case:
We have organizations where certain users (like VIP customers or department representatives) need to see all tickets from their organization, while other users in the same organization should only see their own tickets. For example:
- A customer service manager who needs visibility of all their company’s tickets
- A department head who oversees all support requests for their department
- Key account representatives who manage their company’s relationship with support
Requested Feature:
Add the ability to designate specific users who can view all tickets from their organization without requiring the organization to be shared. This could be implemented as:
- A new permission at the user level for “View All Organization Tickets”
- Or a checkbox in the user profile for “Can view all organization tickets”
- Or a new role permission for “organization-wide ticket access”
This would enhance Zammad’s flexibility in handling complex organizational structures while maintaining appropriate access controls.
Your Zammad environment:
- Average concurrent agent count: 20
- Average tickets a day: 250
Thanks