HC End-user app?



  • Mathew Cropper

    Hi Trond! Thanks for the feedback.

    Could I ask, what would the ideal flow be for your engineers? How would they use an app if it existed, and what would they accomplish?

    I see you mention both Help Center and tickets, so I'm curious to see how much of your goal is achievable today, and how much is feedback we can take on board.

    Thanks for taking the time to share your thoughts!

  • Wes Drury

    @Trond - We have engineers that travel from location to location and use the support mobile app via IOS or Android.  With the support mobile app, they are able to look at their views which separate the tickets for their locations.  Like Mathew mentioned what is your flow that involves the Help Center?

  • Trond Drageland

    Hi Both, Sorry for the late reply. Been crazy busy couple of weeks.



    For territories outside of Norway, we use external engineering teams for other integrators, and as such they won't have agent users but are rather added as End-users. The mobile app is only available for agents and admins.



    The ideal workflow for the End-user engineers would be to have access to all organizations for a territory or country. When called out to a site to perform a job, they can log into the ticket system to check if there are any other outstanding issues they can fix on the same call. And yes, they would use the app as this is something they have asked for specifically.

  • Wes Drury

    @Trond - not sure what plan you are on but could you make the external engineers light agents, then they could use the mobile app and look at views for their territories.  Not sure if that would work for you or not but the only option I could come up with in a short amount of time.

  • Mathew Cropper

    Hey Trond. Thanks for the clarification.

    If your engineers are end users, then they will not have permissions to view content of your Support account in the same way as an agent. As Wes says, adding them to your account as light agents instead might be the best way forward. Here's some more information on light agents: https://support.zendesk.com/hc/en-us/articles/203662036-Understanding-and-setting-light-agent-permissions-Professional-Add-on-and-Enterprise-Add-on-

    I don't see a scenario where we would build this kind of feature for end-users, I'm afraid. Browsing tickets in this manner is definitely what I'd see as an agent role.

    Hope that helps!


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