|Announced on||Rollout starts||Rollout ends|
|January 9, 2023||January 9, 2023||January 13, 2023|
Zendesk is excited to announce an improved experience for agents in custom roles with permission to edit ticket properties.
What is changing?
The permissions to edit ticket properties enable admins to grant agents permission to delete tickets, redact ticket content, mark tickets as spam, merge tickets together, and edit ticket tags.
Previously, the ability to delete tickets, redact ticket content, and mark tickets as spam were all coupled under a single permission. Now admins can specify whether agents can only redact ticket content, only delete tickets and mark them as spam, or both.
Why is Zendesk making this change?
We recognize that admins need to be able to manage access to custom role permissions in a more granular way. Deleting tickets is a more destructive behavior than redaction. By decoupling these permissions, we're enabling admins to grant agents permission for the lest destructive options possible that meet their needs.
What do I need to do?
You don't need to do anything. This enhancement is automatically available to all Enterprise customers.
Are there any plans to de-couple deleting tickets and marking them as Spam?
It is available for Professional customers?
CJ Johnson: Are there any plans to de-couple deleting tickets and marking them as Spam?
Answer: Not at this time, marking a ticket as 'spam' is a destructive action like delete. Can you share more about your use case and why you'd like it to be broken up?
MIRIAM MORENO HARO: It is available for Professional customers?
Answer: Custom roles are only available for plans that are enterprise and up. This feature is not available for professional customers unless you upgrade.
So excited to hear this! How would we know when this has been deployed? Where would an admin go to configure the changes - would it be under roles?
Reshma Patel: How would we know when this has been deployed? Where would an admin go to configure the changes - would it be under roles?
Answer: Head to ADMIN CENTER > PEOPLE > ROLES. Select a role to edit or create a new one. Select "Edit Ticket Properties" and then you'll see the new options. Screenshot attached. Reminder that roll out of this new functionality will be completed by end of this week so this may not yet be active in your account. Let me know if you have any other questions!
Perfect! Thanks for the info!
I was very excited when reading your email notification about this update because we had been missing this option to mark as spam.... but then I realized deletions and marking as spam are still the same setting :(
These should 100% be split into two settings, why are they joined? any plans to split them?
Matthew Sammut :These should 100% be split into two settings, why are they joined? any plans to split them?
Alina: It's certainly something we can explore. The reason they are joined today is because both ticket delete and marking a ticket as spam are destructive behaviors. Could you help me understand how you're using these two functions today and why you need them split out? Thanks so much.
Alina Wright, echoing Matthew and CJ above, we'd also like the delete decoupled from mark as spam.
We only grant a small number of corporate users the ability to delete. But, we would want to grant the mark as spam access to a broader range of users, including call center agents who work our email tickets. We do not want to give those agents delete permissions. Because of this we don't use your mark as spam functionality and instead apply a macro which adds a tag and closes the ticket. This also means our spam isn't helping to train your filter.
Here's a feedback post in the community about this where the issue/impact is laid out: https://support.zendesk.com/hc/en-us/community/posts/4408860705434-Feature-request-separate-controls-for-delete-ticket-and-spam-ticket-actions-on-roles
Also, want to ask about the redaction permission--does this only control native redaction in the Agent Workspace or does it also control the redaction app?
We're not on the agent workspace yet so are using the app and control it with a group restriction. Would love to get rid of the group if the permission works for the app!
UPDATE: I spoke to support and the new redaction permission will not work with the legacy redaction app, only with native redaction in the Agent Workspace.
Alina Wright though they are both destructive behaviour (which is in fact the reason we limit deletions) our agents should still be allowed to mark spam tickets and clear them from the queues. This is a very different scenario from the deletion of a ticket.
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