Why can't some of my agents edit user and organization fields?

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10 Comments

  • Colin
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    Why am I unable to see the "role" option in the People section?

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  • Nicole - Community Manager
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    Hey Colin -

    What plan type are you on?

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  • Colin
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    Hi Nicole,

    We're on the Plus plan.

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  • Nicole - Community Manager
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    Ok. Do you know if you have access to all tickets? If you have any restrictions, that could be messing with your ability to edit roles.

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  • Colin
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    I cannot find any restrictions that are set. I'm the owner of the zendesk instance. I don't believe that we have any for any agents.

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  • Jessie Schutz
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    Hi Colin!

    Custom roles are only available on the Enterprise plan. Since you're on Plus, that functionality isn't available to you. Sorry for the confusion!

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  • Colin
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    Hi Jessie,

     

    Thanks for the clarification. I thought that may be the case. So is there any other way for me to allow our agents to create/edit user organizations? That's the ultimate goal here

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  • Jessie Schutz
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    Hey Colin!

    Without the ability to create custom user roles, Administrators are the only ones who can create or edit Organizations.

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  • Tamara Tankosić
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    I do not want our agents to access the Organisation fields as I think it's good to keep them just for Admin access however is there a way to change the way they look?

    The grey makes them almost ilegible for our agents, it is way too faded out so they can't read Organisation info which is very important to us as it mentions any special requirements our clients may have. I have no idea why it is made that both the text and the background are grey, you can barely read it!

    Any suggestions?

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  • Brett - Community Manager
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    Hi Tamara,

    I did some digging on my end and it doesn't look like you can change the way these org fields look at this time. I do agree that it's odd that the fields are showing grey text with a grey background. I'm going to pass this feedback along to the appropriate product managers with some screenshots so they're aware of this.

    I appreciate you bringing this to our attention!

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