| Announced | Available |
| December 8, 2020 | December 8 - 9, 2020 |
What's changed?
As of December 7, 2020, Zendesk has enhanced the custom agent roles feature, which enables you to define custom permissions for new and existing custom roles. The following new options are available for new and existing custom roles:
- Manage ticket fields
- Manage ticket forms
- Manage user fields
- Manage organization fields
- Manage contextual workspaces
Why is Zendesk changing this feature?
We know that many of you want to break up the admin role. Too many features and configuration options were only available to administrators, and there are no restrictions on individuals with admin permissions. By providing more of the administrator functionality to agents, you can allow the users you trust to take the actions required to manage their teams without giving them access to everything else.
We'll continue to add more administrative features as options for custom roles. Eventually, we hope to allow the full range of customization for agents, from those who only respond to tickets all the way up to full super administrators.
What do I need to do?
You don't need to do anything. This enhancement is automatically available to all Enterprise accounts.
4 Comments
Great to see these changes! But since they are all around expanding admin capabilities in custom roles, I'm wondering if you have any plans to create more permission around user editing of fields, specifically custom organization fields.
Today in order to allow agents to edit custom fields on an organization we are forced to grant them way more access than we want them to have. We have to give add/edit/delete all acess under user profile (with add/modify group set to yes).
In our structure, no agent should ever create an org, and we never create orgs with an email domain. However, the permission access mentioned above results in both actions which causes problems with our inbound calls and emails not getting associated to the correct organizations.
Hey, Lila -
My apologies for the lack of response, I apparently was unsubscribed from this thread!
Our long term goal is to create a granular system for permissions application like you're discussing. We've learned from months of research that the number of permutations from customer to customer are so unique that we need to pursue a completely granular strategy in the long term. This will take time and many releases as we move toward that goal.
So, short answer, we hear you and we want to get there, but it's going to take a lot of rebuilding of assumptions in how our product works to get there.
Thanks Max, that's very good to hear! :)
We are strongly working with a new group to use Skills Based Routing features. Yet we are discovering it appears only Admins can change/alter the skills for an Agent. We want the Agent to be able to change their own skills to rotate between various customer needs (and thus skill sets) as those needs change. Having only Admins to make this change significantly limits the capabilities of utilizing Skills for this group.
Can you tell me if/when such settings can be enabled at a "standard agent" role level?
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