Overview
This article explains the permissions available to customer accounts within the support portal. The support portal itself is backed by Zendesk, and allows a few customisations to how each user can interact with tickets submitted by themselves and colleagues within the same organisation.
Details
User level
There are two options available
This restricts access to tickets raised by others within the organisation if the organisation is locked down (default).
Org level
There are three combinations
In summary
level permissions --------------------------------------------------- user Can view own tickets only *
user Can view all org tickets org Can view own tickets only * org Can view all org tickets and not add comments
org Can view all org tickets and add comments
* default setting
If you would like these settings changed, please raise as support ticket to discuss further or indicate which settings your organisation would prefer.