| Announced on | Rollout starts | Rollout ends |
| March 27, 2023 | April 20, 2023 | April 28, 2023 |
Zendesk is excited to announce more granular permissions for custom roles managing groups and organizations. This feature is available to all Enterprise accounts.
What's changing?
Previously, permission to manage groups and organizations was combined. Now, these permissions have been split out into several new options. There are four new permission options now:
- Manage groups
- Add and remove team members from groups
- Create, edit, and delete groups
- Manage organizations
- Add, update, and delete organizations
- Manage organization fields
Why is Zendesk making this change?
Groups are collections of agents and organizations are, for the most part, collections of end users. Because they are comprised of different types of users, groups and organizations are often managed by different people. This change enables admins to assign agent permissions with more control and granularity.
What do I need to do?
This change is available to all Enterprise accounts. When you edit an existing role or create a new role, you'll be able to select from the four new permissions. See Creating custom roles and assigning agents.
13 Comments
Wonderful wonderful! The deeper level of control over the Roles permissions is great.
Q - ability to set the default group is wrapped up in edit groups I take it? :)
Michael Conaghan
Question: ability to set the default group is wrapped up in edit groups I take it? :)
Answer: Correct, once you give an agent a permission to 'Create, edit, delete groups' they'll also be able to set the group as default.
We need brand specific access included in roles. Some agents should only see certain brands
Qual a previsão para liberar?
Comment: We need brand specific access included in roles. Some agents should only see certain brands
Answer: Working on it :)
Question: Qual a previsão para liberar?
Answer: Todas las cuentas deberían tener esta nueva función disponible antes del 7 de abril.
I can't wait for this to launch. This being a combined setting has been a major pain point for quite some time. Thank you!
Is there an update on this release? We've passed the rollout ends date and I still don't see this in our instance.
Hey there Dan, I was told by a Zendesk support agent yesterday (May 1st) that we should have the new permission in our accounts by the end of the week.
Seems that rollout was pushed again, I think it was initially suppose to be completed April 7th.
Dan Cooper - Hi there! Travis Rider is correct. We've run into multiple issues with this release and have had to roll it back. The plan is to have it on all pods by tomorrow. We're doing some extra testing to ensure nothing is amiss. Thanks for your patience.
Thanks for clarifying, It looks like we have this one now.
Is there a permission that agents can just view organizations and not have edit delete access?
Hi Scott Dinner,
Unfortunately, Agents will still have delete access once View Organization permission is enabled. When agents can view Organization, they will have access to Edit the Organization's properties including managing the end user's organization.
For reference: Creating custom roles and assigning agents
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