| Announced on | Rollout |
| Oct 14, 2020 | Oct 14, 2020 to mid-Dec, 2020 |
We’re excited to announce the general availability of the new staff profile in Admin Center.
We’ve centralized the management of product access and roles into a single unified view. Account admins can now manage their staff members in a more efficient and streamlined way.
The staff profile resolves a few commonly-reported problems:
No more switching between products to configure your staff
As an admin you no longer need to switch between products to manage roles and access for a single staff member. The staff profile provides a unified view.
More granular role management
For Support Professional accounts, we have decoupled all product roles so there is no longer a reliance on the Support role. Here are some examples of what a staff member's roles could be:
- A Support admin who only has access to Guide and Explore as a viewer
- An admin for Talk but only an agent in Support
- A light agent or contributor in Support (not consuming a seat) with viewer access to Guide and Explore
None of the scenarios above were previously possible.
More transparency around seat usage
It’s now easier for an account admin to see straight away if they have that availability to assign specific roles to a staff member.
Naming consistency
Role names have been unified for consistency. For example, Guide Manager is now Guide Admin, but the privileges remain the same.
Read more about setting product roles and access and staff roles in Admin Center.
Do I need to do anything?
No, all your current staff member settings remain the same. The only thing that’s changing is where you manage product roles and access.
This release is just the first step in a much larger staff management roll-out and you’ll see more features being released over the coming months. We’re also continuing to work to unify in-product messaging with the new role names.
We’d love to hear your feedback on the new staff profile so please comment below.
9 Comments
Hi Phil,
This is great and long awaited as we have cases were agents shouldn't have to do anything with content or where admins shouldn't have anything to do with explore administration, so this is really great!
How will this work with existing roles in support which previously combined all those accesses under a specific role?
And how do we go about mass assignment, we have 100+ users but with who should ideally have different / independent accesses to the different products. How do I go about assigning similar options to a subset of these 100+ users. Say a bunch of agents to now have no access to guide or explore, another bunch of guide agents to not have access to support or explore, etc.?
Thanks
Catherine
Hi Catherine,
Thank you for your feedback, I am really happy to hear that the new staff profile is helping you manage your staff with the role granularity you need.
> How will this work with existing roles in support which previously combined all those accesses under a specific role?
Support Enterprise custom roles will continue to be managed in Support for the time being (Support > Admin > People > Roles). You will notice when you view a staff member in the new staff profile that the Guide and Explore roles are still determined by the Support custom role.
> And how do we go about mass assignment,
Watch this space as bulk management of staff is certainly on our roadmap 👍
Please do not hesitate to reach out if you have any further questions,
Regards, Phil.
Thanks for clarifying Phil.
It's a shame Enterprise doesn't get the same functionality - was really looking forward to this.
I am assuming there's no other way to stop Guide Agents or Admins from accessing Support backend and vice versa?
Hey Catherine,
> I am assuming there's no other way to stop Guide Agents or Admins from accessing Support backend and vice versa?
You will be able to stop a staff member from accessing Guide by unchecking the Access checkbox next to the Guide role. This also applies to Enterprise accounts as well. Unfortunately there isn't a way to disable Support access for a staff member presently.
Regards, Phil.
It seems, that an admin cannot set his/her own settings, but needs to ask another admin to change settings for him/her. Is this intended feature due some specific reason, or could this be changed so, that admin could set own settings as well?
As use cases are usually requested, I can think, that an admin might have chat or talk license in use, and might want to transfer these to another agent (or admin), but he can't without help from another admin.
Hi Arno,
Thank you for your feedback. We are working on this and should have an update released soon. The update will allow an admin to toggle their own product access on/off. Role changes will continue to be restricted and will still require a separate admin to make these changes.
Any questions, please let me know,
Regards, Phil.
Hey Arno,
I just wanted to send a quick update to let you know we have deployed a fix that will now allow admins to toggle their own product access on and off.
Regards, Phil.
Is this not available for Enterprise and Legacy accounts? I don't see it in our Admin Center.
Hi Lou, our roll out of the staff profile in Admin Center has been slower than expected so it may not be available on your account yet but it will be available to all accounts including legacy and Enterprise.
Regards, Phil.
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