Grant difference edit ticket vs. update ticket | The place for Zendesk users to come together and share
Skip to main content
Wendelin
Newcomer
August 31, 2026
Question

Grant difference edit ticket vs. update ticket

  • August 31, 2026
  • 2 replies
  • 15 views

What is the difference between the grants “edit ticket” and “update ticket”?

    2 replies

    Carlos AguilarEmployee
    Employee
    September 1, 2026

    In Zendesk Support, these are generally not two equivalent ticket permissions:

    Permission What it controls
    Edit ticket / Edit ticket properties Whether the agent can change ticket fields such as status, priority, assignee, group, type, custom fields, and similar properties.
    Update ticket Usually refers to the action of saving/submitting a ticket update, or to the Update Ticket API endpoint. It is not normally a separate agent-role grant.

    An agent may therefore be able to add a comment and submit an update while being restricted from editing certain ticket properties. Conversely, allowing ticket-property editing does not automatically grant permissions for comments, tags, deletion, recovery, redaction, or access to all tickets; those are controlled separately.

    For custom roles, the relevant Zendesk permission is Edit ticket properties (ticket_editing). Zendesk documents it as allowing an agent to be assigned to tickets and edit their properties. Ticket access scope—assigned tickets, group tickets, or all tickets—is configured separately. Custom role permissions

    WendelinAuthor
    Newcomer
    September 2, 2026

    So which permission do I have to grant to allow editing of ticket fields but to not allow writing an comment?

    Terms & ConditionsAccessibility statement