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Managing Talk line settings



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Rob Stack

Zendesk Documentation Team

Edited Dec 10, 2024


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Is there a way to limit what numbers each agent sees? For example, I want Agent #1 to see lines 2, 4, and 6. But I want Agent #2 to only see lines 1, 3, and 5. Or even if we could have these limited by groups - i.e. patient support group only sees line #2 and customer support group only sees line #3? Thanks!

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Madison Wrubleski

Unfortunately there is no option for this presently, but I think it's a great suggestion.  I would recommend cross posting this feedback in the Community Feedback section for either Talk or Agent Workspace, as I could see this being rolled into the new Customized Layout Builder.

Make sure to document the use case in your feedback as to why this would help your team specifically, as that type of information helps inform the team's decisions on which pieces of feedback to champion forward.

Brandon

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HI Brandon Tidd

I'm just checking in to see if there has been any development on the above query. I encountered the same issue and would like to limit the lines that agents per group can see.

 

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Sarah -

Not that I'm aware of.  That said, I know Shawna James and her team have been reviewing long term requests in the community, so we might get an update soon!

Brandon

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