About Support settings in Admin Center

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25 Comments

  • Chris Fassano
    The People pages for  Customers (end users) and  Organizations remain in Support, but they have moved to the main navigation bar.

    My agents are able to view and click on the Organizations icon, but when they use the search function within the Organization menu they receive an "access denied" error.

    Seems like something was changed with the permissions. 

    Support wasn't able to provide any guidance on this recent change.

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  • Zachary Bellido

    FYI: The "edit trigger" button under the webhooks event subscription tab still links to the old triggers page on the support interface instead of in the admin center.

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  • Lisa Kelly
    Hi Chris Fassano. Sorry to hear! As a workaround, have your agents tried searching Orgs from the People page in Support? (The older method). Is that broken, too? 
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  • Chris Fassano

    Yes. That seems to be working normally.

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  • Lisa Kelly

    Thanks, Chris Fassano. That's good to hear! I'll pass along this issue to our product team. Your agents should be able to search from both locations. 

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  • Lisa Kelly

    Hi Chris Fassano. Just a follow-up. The product team is aware of this issue and they are working to fix it. 

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  • Parag Pradhan

    Hello @..., we are working on resolving this issue.  Thank you for your patience.

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  • Parag Pradhan

    Hello @..., the product team has logged this issue and will work on resolving it.  Thank you.

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  • Nathan Purcell

    FYI, the "learn about the change" link on the original people page is a 404 (https://support.zendesk.com/hc/en-us/articles/4402602350106)

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  • Technical Support

    This seems OK and I think will be a viable option for me having a permanently open tab on the admin settings. As I'm always dipping in and out which is why I have it on another tab.

    But please DONT bring the chat box across into the admin.

    For months now because the chat box can't tell you have multiple tabs open it constantly plagues for the chat to be enabled or put online etc etc. when you are on the second tab.

    It is open and active on the first main tab .

    Which is really annoying.

    Leave the chat with the desk main view as I always swap back to do stuff with that and give us peace and quiet in Admin Tab without it please.

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  • Jacquelyn Brewer

    Hi @.... We've identified this error and are working on a fix. Please find the information you're looking for here: Finding and managing users.

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  • MRB

    Honestly, most of the changes seem more confusing and not helpful. 

    I am not a fan of the fact that you can not manage organizations from the admin center. Additionally, the help articles regarding the new organization tab are not clear and if I hadn't known to click the + Add on the top left corner, I never would have worked out how to add a new organization.

    I will still need to use 2 tabs to work, in fact, I almost never needed the admin center unless I wanted to change an agent's permissions, now it looks like I will always need to have both tabs open as this split isn't super user friendly. 

    It is extremely frustrating that I can not easily open multiple "setting panels" at once, without first duplicating the tab before I start working. In fact, once you edit a trigger from inside an event it takes you the current and old interface anyway, not to the new one. 

    It is not clear when you want to add an end-user in the support center that you need to click team member to do that.

    Renaming extensions to targets was also not simple to work out. 

    This new admin center is clean and pretty, but I don't find the organization or actual use case to be better. 

    I expect to find more things that annoy or bother me, but this was just a starting point for today. 

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  • Jacquelyn Brewer

    Thank you for the feedback, @.... I'm sure the product team will consider it.

    I've corrected the documentation for adding organizations and wanted to mention that the same +Add tab in Support can be used to add new users, too. The Team members page in Admin Center is meant for adding and managing the admins and agents on your account. I hope this helps!

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  • Ian

    Hi @...! I'm unable to find the Audit Log anywhere in the Admin Centre -> Account section. Would you please advise as to where it's been relocated (screenshots could be hugely helpful here!)?

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  • Jacquelyn Brewer

    Hi @.... I'm not sure why you wouldn't be seeing it. There are several subsections within the navigation under Account and the Audit log option is pretty far down the list in that section (Admin Center > Account > Audit log > Audit log). Perhaps it's a roles and permissions issue, or maybe the information in Viewing the audit log in Admin Center can help you? cc @...

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  • Ian

    @... thanks for following up! I'm an admin on Support but the audit log section appears to be missing (see below). 

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  • Lisa Kelly

    Hi Ian
    What plan type do you have? You need to be a Zendesk admin with an Enterprise plan to see the Audit log.  @... @...

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  • Ian

    Hi @... - great catch, thank you!

    I think that's it, as the plan is Professional. 

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  • Lisa Kelly

    Hi Ian. Glad to help! We have plan banners at the top of our articles, so if you're looking for something and can't find it, that's a good place to check. 

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  • MRB

    I have another issue.

    In the new admin center, how do I see my users by role type. 

    In settings, people -> roles if you click roles you get a list of who is assigned that role.

    how do we do this now?

    Team members has no filter and roles only lets you edit the settings. 

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  • Holly

    Hi Michelle! 

    When you're in Admin Center > People > Roles and click on the name of the role, you will see the users in the selected role listed in a panel on the right side of the page.

    Hope this helps! Let us know if you run into any trouble.

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  • MRB

    Hey Holly,

    Well now i see it, I don't find this to be user-friendly though. 

    I wish there was a way to add a user from here, and that the list of users was more profound. I can only see their name and not their email address for example. 

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  • Technical Support

    @...

    Is this an Enterprise only thing, I don't have Roles in mine at all?

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  • Timothy Beutler

    What kind of impact does this have on non-admin Agents who use Support to create Macros, Views, etc based on their role limitations? Will they now have to also go to Admin Center to access them? If so, I assume that what they can view in Admin Center will be limited based on their role?

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  • Holly

    Hi @...,

    That is correct; custom roles are only available on an Enterprise Support plan. If you'd like to try that feature out, we can get you in touch with your account manager so that you can take it for a test drive. Thank you for your interest!

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