The Super Admin app is a tool for bulk updating agents and end users in Zendesk Support. An administrator can search for agents or end users by several properties, and then either export the result or select specific users to update in bulk. The app is available in the Zendesk Marketplace.
This article contains the following topics:
- Installation
- Using the Super Admin app
- Searching for and updating agents
- Searching for and updating end users
- Release Notes
- Feedback
Installation
- In Admin Center, click Apps and integrations
) in the sidebar, then select Apps > Zendesk Support apps.
- Click the Marketplace button and search for "Super Admin" in the search bar at the upper left of the page.
- Click the Super Admin app icon, and click Install.
- Select your account to install this app.
- In the Installation section, select any of the settings that you want to apply to your configuration.
- Click Install.
Using the Super Admin app
Click on the Super Admin icon on the left sidebar, and the full page application opens in a tab.
From the main page, you can choose to search and manage agents or end users.
Searching for agents
You can search for agents by roles and groups. Alternatively, you can click on Suspended or Active status and see all agents that are in that state. There is also a search box that can be used to search for values in Name, Email, or Tags.
After the search results are found, click the Export button to export the list of agents to a CSV file for further analysis. You can also toggle various fields in the view by clicking the gear icon next to the Export button:
Updating multiple agents
After searching for agents, you can update the details of multiple agents.
To update multiple agents
- When your list of agents is shown, select the checkbox next to the agents you would like to edit.
- Click Edit Agents and update the following fields:
- Role
- Default group
- Add tags
- Remove tags
- Suspension: active or suspended
- Click Confirm and wait for the app to complete the updates.
Note: During the update process, do not close the app window.
Searching and updating end users
The app also enables searching and updating multiple end users.
To search and update end users
- In the SuperAdmin app, click the End Users tab.
- Search for end users by keywords in the search field, or click on the Suspended/Active status.
- Once the search results has been found, toggle various fields in the view by clicking the gear icon.
- Once your list of end users has been found, select the checkbox next to the agents you would like to edit.
- Click on the Edit End Users button and update the following fields:
- Role
- Add tags
- Remove tags
- Suspension: active or suspended
- Click Confirm and wait for the app to complete the updates. Note: During the update process, do not close the app window.
Release notes
Version 1.1.1 - 2021-03-08
- Translations for non-English languages released
Version 1.1.0 - 2020-09-28
- New feature - Added the ability to terminate agents sessions
Version 1.0.1 - 2020-09-09
- Added a loading indicator
- Updated agents and end-users screen so that it doesn't fetch all rows on load
- Restricted agent group searching by the default group
- Removed listing of all groups (Just default group)
Version 1.0 - 2020-06-22
- Initial release
Feedback
Post any Super Admin app feedback or feature requests in the official feedback thread in the Community.
7 comments
Joe Vita
This app should be included as standard functionality. All of its features are offered by similar SaaS companies included in the base products.
5
Reshma Patel
The export functionality is only exporting the first 100 results listed on page 1. How do I get it to export all the results? I hope I do not have to go page by page. If so there should be a select all records across all the pages.
0
Giuseppe
Hi Reshma,
This is expected behavior due to performance reasons. The export functionality will only export per page. This is one of the product feedback raised in the Super Admin app - official feature request thread and I suggest voting that feature request to gain traction.
For other exporting options, you can check out this article - Exporting data to a JSON, CSV, or XML file. As per the article, this option can be enabled for Suite plans Growth and above or Support plans Professional and above.
An alternative way to export data would be to use API to get your users/tickets in JSON format. Some options that you can use are Search API or Users API for users and Tickets API for tickets.
0
000000 Danjoint
Can we please add the ability to add a non-default Group because the ability to add a Default Group is pointless if the agent is not a member of this group yet since it's required for them to be a member of a group before you can make it their default group. Likewise, the ability to remove them from a non-default group.
0
Dave Dyson
Would you mind posting this feedback in this official feedback thread for this app? Super Admin app - official feature request thread
0
Stacy Robinson
There appears to be a bug. We are unable to select suspend by clicking the circle.
0
Rosie
Apologies for this trouble. I've created a separate ticket on your behalf so that we can further discuss and troubleshoot this issue you posted. You may expect an email shortly with the ticket information. Thank you.
0