Announced on | Phase 1 rollout on | Phase 2 rollout on |
November 2, 2021 | November 16, 2021 | March 28, 2022 |
Zendesk is going to start enforcing uniqueness for custom agent role names.
What's changing?
Changes related to this requirement are happening in two phases.
Phase 1
Zendesk is adding restrictions to the naming of custom agent roles in order to eliminate duplicate role names across your instance. Previously, Enterprise customers could re-use names of existing custom roles when creating new custom roles. That won't be possible in the future. New custom agent role names must not match the names of existing roles or be too similar to native role names (Admin, Contributor, and Light Agent).
Phase 2
During phase two, any existing duplicate role names will be amended to include a number at the end in parentheses. For example, the native custom role Admin will remain unchanged, but a duplicate custom role also named Admin would be renamed to Admin (1). If necessary, the added number will increment by one for each instance of a duplicated name.
Why is Zendesk doing this?
Native roles are created and managed by Zendesk, while custom agent roles are created and managed by admins. The restrictions to naming custom agent roles are intended to reduce confusion around roles and their respective permissions by creating a clear distinction between native roles and custom roles.
What do I need to do?
We recommend that you proactively rename any custom roles with duplicate names. However, if you still have custom roles with duplicate names on the rollout date, the changes described above will be applied to your account automatically.
9 Comments
We have received this notice but roles in our Instances are unique already. can you please confirm?
Muralikrishna Sara - you may have received this notice if you had duplicates in your sandbox. Either way, if there are any dupes, they will be amended with a (1) at the end. If you'd like me to check your account, please let me know your subdomain. Thank you!
+1 888-670-4887
Thanks Alina. 10xgenomics is the domain.
Muralikrishna Sara - you're all set! Thanks for checking.
You forgot to mention "Agent" in the list of system roles. Took us a while to find out.
Also, when generating an e-mail saying "we discovered you have duplicate role names", please: NAME the duplicate role names if you want to support us administrators...
Task done, waiting for next change ;)
Alina Wright We have received this notification, however post reviewing all the existing instances we didn't find any duplicate roles. Would you please confirm.?
Manoj Kiran T- I can double check. What is your company name?
Alina Wright - We work for IBM India Pvt Ltd.
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