We currently have a many-to-many model, where our users belong to multiple organizations. The reason for this is that we support our clients and our clients' partners in one place. We need our clients to be able to support their partners. To be able to do this, we add all of our clients to their partners' organizations.
We recently hit a wall where we reached the 300-organization limit for a single user and we need to find an alternative solution.
I've been brainstorming and I came up with a possible structure, but still have a blocker.
I create a lookup ticket field to an organization and filter it so that it only shows “client” organizations. When I view that client organization's profile, I see the linked tickets under the “Related” tab.
It would be perfect if users could have permissions for related tickets. In this case, the relationship is set through that Organization lookup.
I think the only way to fill this gap now is with the API, but I'm not a developer and I don't have resources to accomplish this right now.
Thank you for sharing the details of your setup and the challenges you’re facing with the 300-organization limit per user.
Your approach of using a lookup ticket field filtered to specific client organizations is a creative workaround. However, as you’ve noted, managing permissions for related tickets through this method can be complex and may not fully meet your requirements without some development effort.
Using the API to extend or customize permissions and relationships is indeed a solid option, but I understand the resource constraints you're facing.
If you haven’t already, you might consider exploring Zendesk’s app marketplace or engaging with a Zendesk Partner who could assist with custom development. Additionally, you could look into alternative workflows or structures that might reduce the need for users to belong to so many organizations, such as centralizing partner support through shared organizations or groups.
Please feel free to reach out if you’d like help exploring these options further or if you want to discuss potential next steps.