Announcing the staff profile in Admin Center, the future of staff role management

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9 Comments

  • Catherine Michalak
    Community Moderator

    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

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  • Phil Grove
    Zendesk Product Manager

    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.

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  • Catherine Michalak
    Community Moderator

    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?

     

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  • Phil Grove
    Zendesk Product Manager

    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.

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  • 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.

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  • Phil Grove
    Zendesk Product Manager

    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.

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  • Phil Grove
    Zendesk Product Manager

    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.

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  • Lou

    Is this not available for Enterprise and Legacy accounts? I don't see it in our Admin Center.

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  • Phil Grove
    Zendesk Product Manager

    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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