Announced on | Rollout on |
January 26, 2024 | January 26, 2024 |
Zendesk is pleased to announce more granular permissions for agent access to custom objects in the Agent Workspace.
This announcement includes the following topics:
What's changing?
Originally, custom object permissions only defined view, create, edit, and delete access for the object's records on a per-role basis. However, we realized the Custom object records page in Zendesk Agent Workspace can provide way more custom data than you want or need to expose to agents. This new permission controls whether a custom object appears in the object list within the Custom object records page for either all agents and admins or only admins.
For more information, see Configuring agent access to custom object records.
Why is Zendesk making this change?
Some use cases for custom objects, such as using custom objects as a data store that serves their custom apps or Zendesk marketplace apps, make a list view of a custom object's records unnecessary or undesirable.
For example, if you're capturing customer notes using a custom object, agents might use the related list view on the customer profile page to see the notes associated with a specific user. Having a single list of all customer notes across all clients could be distracting
What do I need to do?
This feature is being rolled out to all accounts that support the new custom object experience, including all Zendesk Suite plans and Support Enterprise plans.
If you want your existing custom objects to remain visible to all agents and admins on the Custom object records page, no action is required. This is the default behavior.
If you want to restrict agent access to the list of a custom object's records, you can edit the Object list and search value on the Permissions tab for the custom object. See Configuring agent access to custom object records.
If you have questions or need assistance, contact Zendesk Customer Support.