Add Zendesk Talk specific Admin Access

Answered

17 Comments

  • Sebastiaan Wijchers
    Comment actions Permalink

    I agree with your suggestion, currently our supervisors have more access than they should have (ability to manage channels if I recall correct).

    1
  • Caroline Kello
    Comment actions Permalink

    Hey Reshma and Sebastiaan,

    I wholeheartedly agree that we need to implement more granular permissions within Talk without giving away the entire set of admin permissions (maybe even introduce the concept of Talk roles), some examples being to restrict access to recordings, enable/disable access to the Talk dashboard, enable/disable the ability to change an agent's status, enable/disable the ability to view the Live calls table. This is something that is in active discussion internally.

    I'd really like to hear about what other kinds of permissions you'd like to see implemented?

    Thanks, Caroline

    1
  • Reshma Patel
    Comment actions Permalink

    Hi Caroline, 

    I like your idea of talk roles.  I would also include enable/disable access to call monitoring/barging in.

     

    2
  • Reshma Patel
    Comment actions Permalink

    Please let me know when this gets into beta...I would love to participate. 

    1
  • Caroline Kello
    Comment actions Permalink

    Hi Reshma, 

    Nothing is in active development yet but I'll update this post once we have something to share :)

    1
  • Sebastiaan Wijchers
    Comment actions Permalink

    Hello Caroline,

    You've said earlier: 

    some examples being to restrict access to recordings

    Is there any ETA when this will become available? As we have some numbers that state that the call will be recorded for training purposes, but when the recording is available to all agents, then we aren't really GDPR compliant (not compliant with current regulations either).

    With kind regards,

    Sebastiaan

     

    1
  • Caroline Kello
    Comment actions Permalink

    Hi Sebastiaan, 

    Nothing on the roadmap at the moment around permission sets, but I'll need to double check on how this feeds into the GDPR compliance. Thanks for raising it, I'll be back.

    Cheers, Caroline

    0
  • Martin Champagne
    Comment actions Permalink

    I have the same needs as Reshma.  I have a supervisor that I would like to be able to allow to see reporting, dashboards, barge calls, monitor calls etc..., but I don't want her to have full Zendesk Admin ability.  I have to say that it is shocking to see that Zendesk doesn't already have this functionality as it will be a common request from people running even medium sized teams.

    2
  • Mark Wiles
    Comment actions Permalink

    I just came on board with Talk, and I'm really liking what I see so far!  Giving my contact center manager special Talk permissions was one of the first things I wanted to do.  I'd like to add my support for more granular permissions for Talk admin.  Thanks!

    1
  • Jason McCann
    Comment actions Permalink

    +1

    1
  • Dylan Cunniffe
    Comment actions Permalink

    Yes please! We also require more granular permissions for talk so we can give team leaders the ability to better manage their teams without granting them full admin access.

    1
  • Dave Kaminsky
    Comment actions Permalink

    This was marked Planned, can we get an update?  

    1
  • Caroline Kello
    Comment actions Permalink

    Hello! I realise the "Planned" label might be a bit confusing; breaking down specific agent and admin privileges is something that we want to do, but as it hasn't made it onto the roadmap just yet it might be misleading to have it labeled this way. Changing label to "Answered" and I'll be back once we've actively started scoping this work.

    Thanks, Caroline

    0
  • Meghan Howard
    Comment actions Permalink

    +1 need this feature within ZenDesk talk -- manager role permission to listen, barge, and change availability for agents. 

    0
  • Baru Lopez
    Comment actions Permalink

    There are admin roles for chat, and for Explore, how this would work shouldn't be a tough question. I know these components of ZD were purchased and not fully integrated, but some consistency with basic things like user roles should be expected.

    0
  • Juan Espinosa
    Comment actions Permalink

    Any updates on this? Would like to be able to limit the number of admins on our ZD. Thanks. 

    0
  • Alexander Wirth
    Comment actions Permalink

    +1 can't belive, a basic feature like this is missing :(.

    0

Please sign in to leave a comment.

Powered by Zendesk