Can I edit Individual User Permissions?

[Julie Miller]

We are using one Project and then use Queues by Organization. Customers are added via external email address and restricted to their own Organization, of course. One client wants to restrict the ability to Create new tickets to just 3 individuals. Once a ticket is created, they want to specify who on the team can view/update. 

I've reviewed options in Customer Access. These appear to impact all Customers, and I only want to change the Create ability for one customer. Is this possible? If not possible, what is the recommended way to satisfy this request? 

Thanks for any direction you can provide!

[Kian Stack Mumo Systems · Accepted solution]

@Julie Miller, 

It sounds like you want to allow certain customers from one organization to create tickets, while other customers from that organization can only view tickets, is that correct?

[Julie Miller]

Certain customer users (only 3 of 20) can Create tickets; then, the entire team (17 of 20) can manage tickets via updates. They need to control ticket submission via the 3 users and then have the entire team provide updates through resolution.

[Kian Stack Mumo Systems]

There are ways you could potentially do this, but none of them are ones I would recommend. No matter what option you attempt to do, you would be hard coding names of the approved users and it wouldn't be a clean solution.

I would view this more as a training item - this customer should instruct the users that are not supposed to raise tickets on the process.

[Julie Miller]

Appreciate the confirmation and speedy reply!