Hey Mikkel - Net Promoter Access Requiring Admin Role is BAD

3 Comments

  • Nicole - Community Manager
    Comment actions Permalink

    Hi Dave,

    To provide some background, the reason NPS functions the way it does currently has to do with how that tool has evolved over time; when we created the integration, it required access to customer data, so we excluded regular agents as they might be restricted and also to assure administrative control over the creation and sending therein.

    Then, it was added as a feature add-in for Professional accounts, one that worked in conjunction with customer lists, so it also inherited those limitations in permissions.

    Enhancement requests for this feature set are fairly rare. I’ll certainly make sure that the Support product team receives your feedback, but do want to be transparent that there are no significant changes to the NPS survey on the roadmap for 2019.

    -1
  • Dave Kaminsky
    Comment actions Permalink

    Nicole, 

    Thank you for your response and my apologies for the delay in responding to you. I am highly alarmed that seems to be little thought as to who actually needs admin or why.  We as the customers should be able to define roles that are able to run reports, get NPS scores, set talk agents to offline or online without the need for Admin privileges. 

    I am sad to see that there is no roadmap item or traction in improving the permissions model or ability to create roles that actually meet normal business needs. 

    Please feel free to reach out to me directly or here in the community if there are any signs of improvements coming to roles and permissions model.

     

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Dave - 

    There's lots of thought that goes into user roles, but changing them involves a number of challenges. User roles impact many parts of the system's logic - it's not something the team can just change without changing several of the areas the role permissions touch. 

    To give some visibility into process, roadmaps are developed ~12 months in advance, so a suggestion from a couple of months ago would not even have made it into the prioritization process yet. That's not to mention that, before we would consider bumping any currently prioritized projects in order to free up resources for a new one, we would need to see a highly business-critical need expressed from a significant number of users.

    It's not that we don't care about things like NPS, it's just that there are a number of other things the engineering teams are working on at the moment that we can't derail in order to work on this at this point in time. Product development is a constant and never-ending process of ruthless prioritization, and we simply have not seen needs like this expressed enough to push this one up the list. 

    It is something we may look into in the future if we hear similar needs expressed from other users. We'll continue to collect votes and comments to gauge interest and need. 

    0

Please sign in to leave a comment.

Powered by Zendesk