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Alina Wright's Avatar

Alina Wright

Beigetreten 16. Okt. 2021

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Letzte Aktivität 18. Feb. 2025

Zendesk Product Manager

Product Manager for Roles and Permissions

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Community-Kommentar Feedback - Admin Center

Thank you so much for providing this feedback. I have captured it and will consider it for future roadmap planning. 

Kommentar anzeigen · Gepostet 18. Feb. 2025 · Alina Wright

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KommentarTeam members and groups

Question: I work with Zendesk apps, and I'm looking to further extend our data exporting capabilities for users, and data analysis for brands.  So we want to be able to include the brand information when exporting users to provide the stakeholder with clear information about the agents brand memberships.  From the brands perspective, we have worked on several brand 'migration' projects in the past and anticipate will need to do so again in the future, and so we will need to take agent brand memberships into consideration when migrating a workflow out from Brand A into a separate Brand B.
Thank you for your consideration ~

 

Alina: Just so I'm understanding correctly, you want to ensure we add ‘brand’ to the export when exporting user data? Adding to the feature request list. Thank you!

Question: Could you please let me know if Zendesk plans to limit access to end-user profiles depending on the brand an agent is linked to in the future? We often receive enquiries about whether this is possible within Zendesk, restricting agent access to specific customer profiles.

 

Alina: Yes! I don't have a timeline to share but we are working on this.

Question: I don't see mention of reporting/Explore limitations based on Brand assignments. Similar to the new improvements in Roles for scoping Explore data access based on group assignments.

Will agent Brand restrictions also restrict ticket data access in Explore to their assigned brand's tickets?

If Explore won't honor brand restrictions, this should be called out in the Limitations section until addressed. 

 

Alina: Yes, agent brand restrictions also restrict ticket data access in Explore in the FUTURE. Thanks for calling this out, I added it to the Limitations section.

Question: Does this change impact access to the Help Center articles? Can I restrict a specific set of customers to only a set of articles using the new branding/department spaces feature? 

 

Alina: You can do this today through user segments in Guide. 

 

Question: What is the the expected behavior when an Agent is creating a new ticket and Brand spaces is turned on.?

We have found that only Agents associated with the default brand can create a new ticket.  Agents aligned with an alternate brand are unable to create new tickets.  

How do team members associated with a brand that is not a default create a ticket on behalf of a requester?

 

Alina: Make sure the agents have the right permission to create new tickets on their role settings. They should be able to create new tickets. We did have a bug that we fixed, please try again and let me know if you're still experiencing issues. 

 

Question: I've already submitted a separate ticket on this, but we're seeing newly added agents having their brand appear blank?? We only have one brand, but they were not assigned to this by default as they have in the past.

 

Also, can there be an easier way to add/remove users from a brand? Why not have a “Brand” menu option to Manage Users in Support? Or in Admin Console to go to Team Members > 3 dots > Brand? Or in the Admin Console for there to be a main menu option for Brand and Brand Membership (add/remove users)?

 

Alina: I'm assuming those agents were in a downgraded state at some point when we ran a backfill. You can read more on that here. It won't happen again from here on forward. We're making enhancements on agent brand membership. We're adding an ability to manage the brand from the agent profile.


 

Kommentar anzeigen · Gepostet 11. Feb. 2025 · Alina Wright

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Community-Kommentar Feedback - Ticketing system (Support)
Hi Scott, I'm not disregarding this feedback. We get thousands of requests for feature upgrades and we can't commit to all of it. I've submitted it to our internal system so I can better track it for priority. 

Kommentar anzeigen · Gepostet 03. Feb. 2025 · Alina Wright

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Community-Kommentar Feedback - Ticketing system (Support)
Hey Steven, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. 
 
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.

Kommentar anzeigen · Gepostet 03. Feb. 2025 · Alina Wright

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Community-Kommentar Feedback - Ticketing system (Support)
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.

Kommentar anzeigen · Gepostet 31. Jan. 2025 · Alina Wright

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Community-Kommentar Feedback - Ticketing system (Support)

Hi all, thanks for submitting this as product feedback. I've submitted this as feedback in our internal tracking system so I can keep an eye on it. Please continue commenting and upvoting so I can monitor the priority.

 

Best, 

Alina

Kommentar anzeigen · Gepostet 29. Jan. 2025 · Alina Wright

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Community-Kommentar Feedback - Chat and Messaging (Chat)
Hi all, PM for roles and permissions here. Can you help me better understand, is the fact the external ID is the unique identifier here the issue or more so the email? 
 
Can you share more about how you're using this? We actually have a roundtable coming up on February 12th that will be on this topic that you should consider attending as this is part of the topic. Shawna James perhaps you can send that info. 

Kommentar anzeigen · Gepostet 28. Jan. 2025 · Alina Wright

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BeitragAnkündigungen
Ankündigung am Beginn der Einführung Ende der Einführung
21. Januar 2025 10. Februar 2025 TBD

Zendesk setzt die Einführung von Abteilungsbereichen fort, einer wesentlichen Verbesserung, die Ihnen eine größere Kontrolle über Ihre Organisation gibt. Mit Abteilungsbereichen können Sie den Zugriff auf Ihre Zendesk-Daten entsprechend den internen Abteilungen Ihres Unternehmens segmentieren. Halten Sie Ihre Regions-, Abteilungs-, Marken- bzw. Geschäftseinheitsdaten durch besseren Datenschutz der Ticketdaten getrennt. Weisen Sie Ihren Teams die externen oder internen Funktionen zu, für die sie zuständig sind, sodass Daten jederzeit nur in die richtigen Hände gelangen.

Weitere Informationen zu dieser Funktion finden Sie in der ursprünglichen Ankündigung: Wir stellen vor: Abteilungsbereiche

Diese Ankündigung enthält folgende Aspekte:

Was ändert sich?

Ab dem 10. Februar 2025 setzt Zendesk die Einführung der Funktion für Abteilungsbereiche fort. Diese Informationen gelten nur für Kunden, die diese Funktion noch nicht verwendet haben.

Überprüfen Sie auf der Seite „Teammitglieder“ im Admin Center > Personen > Team > Teammitglieder, ob Sie diese Funktion erhalten haben. Falls Sie die neue Spalte Marken sehen, ist diese Funktion bereits aktiviert, sodass Sie diese Ankündigung ignorieren können. Falls Sie die Spalte „Marken“ nicht sehen, gilt diese Ankündigung für Ihr Konto.

Warum nimmt Zendesk diese Änderung vor?

Die Einführung erfolgt anhand der Pods. Derzeit weisen die folgenden Pods keine Abteilungsbereiche auf: Pod 17, 18, 19, 31, 20, 23, 27, 28 und 29.

Der Rollout-Zeitplan sieht wie folgt aus:

  • Pod 13: 10. Februar 2025
  • Pod 17: TBD
  • Pod 18: TBD
  • Pod 19: TBD
  • Pod 31: TBD
  • Pod 20: TBD
  • Pod 23: TBD
  • Pod 27: TBD
  • Pod 28: TBD
  • Pod 29: TBD

Um zu erfahren, zu welchem Pod zur Überwachung der Mitgliedschaft der Agenten Sie gehören, lesen Sie Wie erfahre ich, in welchem Pod ich mich befinde?.

Was muss ich tun?

Eine Aktion ist nicht erforderlich. Falls Sie noch keine Abteilungsbereiche haben, wird die Einrichtung automatisch gemäß dem oben stehenden Zeitplan in Ihrem Konto eingerichtet.

Falls Sie Feedback oder Fragen zu dieser Ankündigung haben, dann besuchen Sie unser Community-Forum, in dem wir das Produkt-Feedback der Kund:innen sammeln und verwalten. Wenn Sie allgemeine Hilfe zu Ihren Zendesk-Produkten benötigen, wenden Sie sich an den Zendesk-Kundensupport.

Bearbeitet 20. Feb. 2025 · Alina Wright

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KommentarTeam members and groups

prakash.sati - we will resume roll out next week with an end date of end of February. 

Kommentar anzeigen · Gepostet 08. Jan. 2025 · Alina Wright

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Tom J - if you don't want an agent to create tickets in other brands, head over to Admin Center > Roles > click into the role you'd like to change > update the permissions to one of the following:

Brands they can assign tickets to

- Only assign tickets to brands they belong to

- Assign tickets to any brand

 

We will be introducing more granular permissions around ticket creation. 


James Peterson - Eastern Logic  - unfortunately that API is not currently available publicly. I'll work with the owning team to see what that would take to make happen. Can you tell me a little about your use case?

Kommentar anzeigen · Gepostet 08. Jan. 2025 · Alina Wright

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