Hi!
My first suggestion is to set up a staging Zammad as a copy of your actual setup to try out different settings.
You can set up an overview with the condition to show only the current user organization ticket
In that case the specific agent can only see the tickets of their organization, but if all tickets land in the same group and the agents’ role have Full permission on the group, they will still be able to search for tickets of other users/orgs.
What I did is to set up a group for every single organization, and sort the tickets using core workflows. Then I set up a role for every organization and assigned that to the agents. This way the tickets are contained within a group and you can filter the access better.
You can read more about my use case here:
For a 2nd level agent, who manages more organization, you would need a specific role which has access to more groups. But again, it would take some trial to figure out the best setup (that’s why a staging setup is good), or you get in touch for professional support by Zammad: Professional Services | Zammad Workshops
Best,
Skip