| Announced on | Rollout starts | Rollout ends |
| August 21, 2023 | August 21, 2023 | September 8, 2023 |
Zendesk is excited to announce new permissions for agents to add and mange other agents.
What's changing?
On Enterprise and Enterprise Plus plans, agents in custom roles can be granted permission to view and manage other team members with the following options: Not Allowed, View only, and Create, assign roles, edit, and delete. These new options enable agents to assign roles to other agents but not themselves. These permissions are separate from permissions for creating and managing custom roles.
Additionally, agents can also be granted permission to search and view lists of end users, separately from their permission to access individual end user profiles. With this new permission, agents will be able to search for agents by name, email address, phone number, or organization.
For more information, see Permissions that agents in custom roles can have.
Why is Zendesk making this change?
We recognize that admins need to delegate some of their responsibilities. Adding and managing team members within their organization is one piece of that. Defining custom roles and managing their permissions is another piece, which we announced granular permissions for previously. Now agents can be allowed to do all of these aspects of team management without having to be in an admin role.
What do I need to do?
Nothing. This is being rolled out to all Enterprise accounts. When you add or edit custom roles, these new permissions will be available for you to set.
23 Comments
Alina Wright
Sounds like a great way to empower team leads and managers to have more control over their team members 🙌
From the documentation, it isn't clear to me if the "Managing team members" would allow an agent with "edit" permission to set fields on their team members' user profile. One of our biggest challenges with user permissions is that we haven't been able to delegate such permissions to team leads enabling them to set their agents as Out of Office. Will this be possible with this change?
Hey Jacob the Moderator!
An agent with 'Manage team members' permission will be able to edit the fields on a team members user profile in Support.
In order to allow an agent the ability to update permissions for custom roles, you need to enable the permission for 'Create, edit, and delete roles'.
So for a team lead role (depending on what their responsibilities include), I would enable "manage team members" and "manage roles".
I'm seeing the options now however the choice isn't saving
Holly McGinnis I had the same experience, it resolved for me after a few browser refreshes.
Jacob the Moderator Would I put in a ticket if it doesn't? I'm using a custom agent role that I've updated to the ability to edit staff accounts and trying to add an organization to the account of a light agent.
Holly McGinnis - yes, please submit a ticket so we can properly triage and help.
Hey Jacob the Moderator
Have you experimented that new option in combination with the Out of Office application? It can be a huge change for us to allow non-Admins to manage agents availabilities.
The option is not showing yet on our side.
Thanks!
Joey
Hey Joey
Unfortunately, while the permission allows changes to be made to team members' user fields, I don't believe the app currently allows users with the permission to change availability. I have an open ticket on this, I'll let you know here if I learn more.
Has the rollout finished yet?
I still don't see this permission in our account
I´d like to receive updates about if will to extend to OOO app managing.
Hey Joey and Gabriela Manarim
Unfortunately, the app currently only allows users with the Admin role to manage the OoO app for all users (and agents can manage it for themselves), so the app will need to be changed to allow custom roles with the new permission to be able to set agents as available/unavailable.
I don't know if this is coming, but it is an obvious change that ties in with this new permission set, and it just makes sense for this use case.
Thank you Jacob the Moderator
I've been pushing for an update on this app for a while, so I don't have much hope here...
We also do not have this permission in some of our instances - has roll out been completed?
Hi all, we had to pause roll out on Friday with plans to resume shortly. I'll update ASAP.
No updates still?
Hi all, this should be available on most accounts. We're working through one issue that has affected Chat and hope to have a fix in place by tomorrow with full roll out by end of week!
There is now a note on this that says "Rollout of the new permissions to manage other team members' permissions has been rolled back temporarily. These permissions won't be available until the rollout resumes. " We just got it working after working with support and I can correctly assume based on the note that the functionality has been paused even for those folks it was working for?
Yes, you are correct. This will be only available again when the rollout resumes.
Do we have a timeline as to when it will be rolled out? We had it and were training folks and then next thing we know it is gone again with no proper communication out. We got our teams all pumped for this new permission and would like to give them a timeline as to when it will be rolled out again
Hi all, understand you're all very frustrated with this release being rolled back. We realized that the release of this feature enabled those with the permission enabled to manage extra permissions. So even if you didn't notice the vulnerability, we realized it was there and decided it was the best course of action to roll this back until we have fixed the issue.
We're actively working on the fix and conducting robust testing to ensure agents with the team management permission enabled are only able to add team members in their Support instance.
I don't have a concrete timeline to share as bugs are somewhat unpredictable in how deep they go, but we're crossing our fingers for November.
Again, apologies for the roll back. We need to ensure your agents can only perform the actions you intend them to take.
Hi! Are there any updates on a timeline or ETA for this feature?
I have been asking the same question to our success team. They stated they expect end of November
Hi all, unfortunately we continue to encounter security vulnerabilities that we need to fully iron out before we re-release to ensure security of your accounts with those access to manage team members. I realize this isn't the news you'd like to hear but we're more likely looking at a general availability of Q1. We're still actively working on it now and it could be earlier, but I don't want to promise something we can't deliver (or deliver something that is not full secure).
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