Read-only custom org/user fields

39 Comments

  • Jeff Callahan
    Comment actions Permalink

    It is posts like this that make it hard for me to continue to defend Zendesk.  

    The Roles in the system are far too limited.  

    In order to Edit an Organization record you need to have an Administrator Role - this is absurd. 

    We need an intermediate Role that can give read access to specific fields on the Org - I feel this is a basic requirement.  

     

    1
  • Nisee Jeans
    Comment actions Permalink

    One more vote for a basic necessity... I'm syncing additional data over from Salesforce with the new Zendesk/Salesforce integration like Salesforce IDs that we don't want our Support team to change. It's great you are focusing on workflows and business analytics, but don't forget to provide the basics first.  Otherwise, what's the use of workflows and business analytics if we've got garbage in our data?  

    3
  • Dan Cooper
    Comment actions Permalink

    I added to this a few months ago and I wanted to add some context to what I'm doing to work around this missing feature to help highlight some of the pain that can be involved in not being able to make a field read only. I've taken some pretty crazy steps since then to get around this, so here we go: 

    • I have written an app that selectively hides any user/organization field that I don't want edited. 
    • I've directed my agents to use the User Data app to see these fields in the ticket sidebar.  This has it's own challenges including the app only being visible in the ticket sidebar and not the user/org sidebar and some fields are truncated when we need them to display the entire text resulting in their own workarounds of macro placeholders or informing agents to triple click and copy text. I would have written my own app to show these fields, but this app existed and didn't require me to develop a solution to show data. 
    • I'm working on updating agent roles to disable organization editing - not because I really want to, but because by doing so I'll be able to give back read only fields on the organization profile. I can't do this until I remove all workflows that revolve around fields that require write access for agents. 
    • I'm building a new app using custom objects to move all of the fields that require edits from agents into those objects.  This effectively is converting those fields from being organization fields and turning them into a custom object key value.  This will result in me losing some ability to automation using existing trigger/automation workflows in order to do this. Those fields had various other apps/trigger/target logic tied onto them, so I'm having to re-write that logic or built it into the new app in order to handle those exceptions. 

    I will call out that this is a lot of work to try to get fields into a read only state.  It's not been all bad, I've learned a lot about Zendesk app development and have some really cool projects in flight that will give us a ton of great features in our instance this year.  I'd love for one engineer at Zendesk to read this and say, "that's insane, I can fix it" and go and tackle the ability to make org and user fields read-only.

    6
  • Hope Notz
    Comment actions Permalink

    I agree. This functionality would eliminate a lot of frustration for me.

    Is there a third part app available? Similar to the Ticket Field Manager app for Ticket Fields? I tried searching the Marketplace, but no luck.

    0
  • Jeff Callahan
    Comment actions Permalink

    This thread has been open for 7 years - I have no hope that it will be implemented 

    Zendesk permissions around Organization records are extremely limited.

    We have 96 Users and 16 are Admins because only Admins can edit Organization Records.  

    Even if this was implemented I suspect it would only be for Enterprise (like most new feature).

    Finally we should not have to rely on 3rd party apps for basic functionality

    0
  • Michael Ohayon
    Comment actions Permalink

    Jeff Callahan I was just recently advised that this functionality or similar is available in Enterprise. Unfortunately, it appears the only way to get standard features is to upgrade to Enterprise.. 

    0
  • Hope Notz
    Comment actions Permalink

    Michael Ohayon, I have Enterprise Support. Do you know how this is configured? I don't see any options on the fields themselves and the role restrictions are not that granular. 

    0
  • Dan Cooper
    Comment actions Permalink

    Hope Notz

    Enterprise provides the ability to have custom agent roles which allows you to provide non-admin agents access to modify organizations and groups. I think the ability to limit admin access is the feature that Michael Ohayon was referring to. 

    Enterprise doesn't currently give the ability to configure read only organization fields unless you disable the ability to edit organizations and groups entirely (which the custom agent role would do if you wanted to locked down ALL of your fields).

    0
  • Hope Notz
    Comment actions Permalink

    Gotcha. That makes sense. Unfortunately, I just need single fields locked down for everyone. 

    1

Please sign in to leave a comment.

Powered by Zendesk