Managing user access in Tymeshift

Agents are automatically added to Tymeshift whenever you add agents in Zendesk. Admins can manage user access by activating, deactivating, or restricting access to Tymeshift to certain agents. 

This article contains the following sections:

• Activating and deactivating users
• Restricting access
• Refreshing the users list

Related articles

• About agent permissions

Activating and deactivating users

You can activate or deactivate users in Tymeshift manually.

Deactivating an agent won’t impact their ability to use Zendesk. A deactivated agent won't able to access Tymeshift and their time won't be tracked. Deactivated agents’ accounts are also not billed for Tymeshift.

Note: Historical data for deactivated agents is available in reports.

To activate or deactivate users

1. Hover over the admin icon, then click Agent Permissions.
2. Search for or scroll through the Agent Permissions list to find the user.
3. Click either Activate or Deactivate.
   
4. Alternatively, you can access the user's profile and click Activate or Deactivate.
   

Restricting access

You can restrict access to your Tymeshift account with the Allow/Deny list so that it's only available to certain users. By restricting access, you don't have to manually deactivate each agent. 

To restrict user access

1. Hover over the admin icon, then click Settings.
2. Click Show Advanced Options.
3. In the Allow/Deny list for Agents section, select if users are allowed to access Tymeshift or not.
   
4. Enter the email addresses of the agents you want to allow or restrict.
   
5. Click Save. 

Note: The account owner must be allowed access to Tymeshift.

Refreshing the users list

Zendesk and Tymeshift sync new users every 12 hours. If needed, you can manually refresh the list of users before the next scheduled sync.

Note that when an agent is downgraded in Zendesk to an end user, the agent is automatically deactivated in Tymeshift. It may take up to 12 hours for this change to be reflected in Tymeshift.

If an end user is upgraded to an agent in Zendesk, Tymeshift automatically activates the agent within 30 minutes. 

Note: For agents that were deleted in Zendesk and then later added again as a new agent with the same email address, Tymeshift creates a second profile for the agent. 

To manually refresh the users list

1. Hover over the admin icon, then click Agent Permissions.
2. Click the Refresh Agents icon.