- Used Zammad version: 3.0.0-1560433985.617324d6.xenial
- Used Zammad installation source: packager.io for xenial
- Operating system: Ubuntu 16.04
- Browser + version: FF 67 on Ubuntu 18.04
We run several Zammad instances to handle our customers but for some of the we got a special use case. That is with a dedicated instance for one agency customer that is used by three kind of personas like agency employees, it’s freelancers and also the end customer of the agency. Only the first group has for sure the same mail domain for creating a shared organization.
In this scenario we have therefore kind of a super customer with the agency who would like via it’s employee and the shared organization to read access also tickets created by freelancers and end customers with various mail addresses. While the shared organization should be able to read all tickets not created by them they clearly shouldn’t act as agents. The aim is just to making information from the end customer communications within agency projects available to agency employees.
What could be a way to configure this kind of behavior? Looked already a bit in to roles, organizations and custom attributes, also searched online and within the forum but are still a bit clueless how to create this. Basicially it’s kind of super customer group while regular customers of course should be able to access tickets from other customers. We guess that this is more easy to configure on a user basis but we aim to have it on a group basis with an organization.