functionality needed

Answered

5 Comments

  • Rajat Garg
    Zendesk Product Manager

    Hi There,

    Thanks for posting on our community. Can you describe a bit more what you'd like to prevent agents from accessing? You mentioned departments and widgets. Do you mean visitors in visitor list or something else?

    Thanks,

    Rajat

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  • Sean Callahan

    I would love to be able to limit certain agents from being able to view other agent's active chats. This can cause a major distraction in our workplace and I'm sure many others have experienced and would be able to utilize this feature as well.

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  • Brennan Valenzuela

    Hey Sean, 
    That sounds more behavioral than systematic. Personally, I'm all for transparency. It sounds like there may be negative motives associated with this behaviour. You might find it more effective to speak to these agents individually to understand their underlying motives.

    Apologies, don't mean to get preachy. Just my two cents.

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  • Sean Callahan

    Hi Brennan,

    I actually agree with you completely. It's my management that isn't on the same side, which means I need to find a chat option with this feature. It's a make-it or break-it necessity for him.

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  • Rajat Garg
    Zendesk Product Manager

    Hello everyone,

    I wanted to connect back on your feedback about limiting agents to their chats only. We recently released a feature in Premium (legacy) and Enterprise plans that allows you to customize agent permission. As part of this feature you can customize agent permissions so that they can view their chats only. You can find more about the feature here

    Thanks,

    Rajat

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