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Ticket Access Restrictions

  • October 20, 2023
  • 2 replies
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A

We utilize Okta's single sign on feature for different applications including Zendesk. We've been hearing from some of our partners that they are seeing every ticket submitted by anyone who has a Zendesk account. We believe it may have to do with the "Ticket Access Restrictions" field, which is available when we click on the Zendesk application within Okta and then click on "Edit Application Assignment". For the "Ticket Access Restrictions" field, there are different options we can choose from: 1) All, 2) Groups, 3) Organization, 4) Assigned, and 5) Requested. Is there a definition for each of these options? I assume that "Requested" restricts access to the tickets a user submits themselves. What if we want a user to have access to both tickets they submit and and tickets that they are assigned?

    2 replies

    Jason32
    • Jason32
    • November 2, 2023

    Hello Anika,

    I have this same question about the Ticket Access Restictions options because we use Okta as well. I hope this gets answered. 

    J
    • Joyce15
    • November 14, 2023
    Hello Anika,
     
    I saw that you have contacted our Support Team to address your questions. 
     
    Hello Jason,
     
    Ticket Access Restrictions are described below. You can also find this information in the article Bulk importing users.
     

    Restriction values of "organization" and "requested" can be assigned when the user's role is set to "End-user". Restriction sets the team member's or end user's privileges, the tickets they have access to, etc.

    You can enter one of the following values:

    • assigned, which means tickets assigned to this team member only
    • groups, which means tickets within this team member's group(s). Note: To add a team member to a group, see Adding and removing team members from groups or use the Support API.
    • none, which means that they have no restriction and can access all tickets
    • organization, which means tickets requested by users in the end user's or team member's organization
    • requested, which means their own tickets (the end user or the team member is the requester)
    • Light Agent, which means the user is given the same restrictions as a light agent (see About light agent permissions).

    In the Enterprise version of Zendesk Support, you can also use the restriction field to assign your agent users predefined or custom roles. See Assigning an agent to an Enterprise agent role below.

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