# Creating Elevated User for Remote Support **URL:** https://community.zammad.org/t/creating-elevated-user-for-remote-support/15297 **Category:** Technical assistance **Created:** [August 22, 2024, 3:02pm UTC](https://community.zammad.org/t/creating-elevated-user-for-remote-support/15297 "2024-08-22T15:02:59Z") **Posts on this page:** 1 **Showing post:** 5
### Author: ![skip](https://community.zammad.org/user_avatar/community.zammad.org/skip/32/8559_2.png) [@skip](https://community.zammad.org/u/skip) #### Post date: [August 23, 2024, 9:29am UTC](https://community.zammad.org/t/creating-elevated-user-for-remote-support/15297/5 "2024-08-23T09:29:28Z")
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 ![image](https://community.zammad.org/uploads/default/original/2X/d/db724d28fc5489fd5d7d98206a21d4614c98e8af.png) 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: > [@OTRS 6 migration to Zammad (test instance for evaluation)](https://community.zammad.org/t/otrs-6-migration-to-zammad-test-instance-for-evaluation/13369): > > Hello, I wanted to start a thread to share how I migrated OTRS 6 to Zammad to evaluate the use of Zammad within our organisation and will use this thread to keep track of my findings and experience. I am thankful for all contributions to this forum and would like to thank every contributor. This would not have been possible without you! Use case IT Support for a regional schools’ network 5 Service centers (sites where agents are located) ~150 Organisations ~230 Sites (an organisation can h… 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](https://zammad.com/en/services/professional-services) Best, Skip --- _[View the full topic](https://community.zammad.org/t/creating-elevated-user-for-remote-support/15297)._