No Way to Toggle Chat/Talk access through API
- What is the problem?
We don't have a way to toggle Chat or Talk access for agents through API
- Why is it a problem?
At larger scale using Omnichannel, with outsourced agents working for our company, it's very time consuming to go to each user page and toggle access on, then follow up by changing settings within Chat (concurrent chats, departments, roles, etc.)
- How do you solve the problem today?
We use a script to create many users, wait for the results, add group memberships as needed, wait for those results, then we manually go to each user page in a browser and update the users. It would save massive amounts of time if we could automate all of the settings we need to modify on an agent's user.
- How would you ideally solve the problem?
Using scripts. If there was an attribute to a user that was something like "channels" : {"chat" : true, "talk" : true} or even a separate endpoint like the group_memberships endpoint where we could define the relationship between an agent user and the products they have access to, we would be better equipped to grow and automate some of these processes.
- How big is the problem (business impact, frequency of impact, who is impacted)
I spend a good deal of time doing this, when we could very feasibly have little to no human involvement. Imagine removing all of the human cogs in the hiring and offboarding machine regarding agents in Zendesk, leaving just the HR aspect furthest upstream. HR hires someone and kicks off this process, which would lead to automations on servers that hit all necessary endpoints in Zendesk to add or remove users and grant the proper access.
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Hi Gary
Have you taken a look at this documentation?: https://developer.zendesk.com/rest_api/docs/support/custom_roles#configuration
I hope this helps you! :-)#helpsome regards,
Louise Dissing
Team Lead @ helphouse.io -
You've absolutely made my day!
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After testing this, it doesn't look like the `chat_access` or `voice_access` attributes of the configuration property for custom roles actually provision the agent access. They are set to true in the role, yet the agent user in the UI still has their "Zendesk Chat" toggle unchecked?
Would you expect something else?
{"chat_access":true,"manage_business_rules":false,"manage_dynamic_content":false,"manage_extensions_and_channels":false,"manage_facebook":false,"organization_editing":false,"organization_notes_editing":false,"ticket_deletion":false,"view_deleted_tickets":false,"ticket_tag_editing":false,"twitter_search_access":false,"forum_access_restricted_content":false,"end_user_list_access":"full","ticket_access":"all","ticket_comment_access":"public","voice_access":true,"moderate_forums":false,"group_access":false,"light_agent":false,"end_user_profile_access":"readonly","explore_access":"edit","forum_access":"readonly","macro_access":"readonly","report_access":"full","ticket_editing":true,"ticket_merge":true,"view_access":"readonly","user_view_access":"readonly"} -
Hey Gary,
We are going to spin up a ticket for you so we can get some more account specific detail as to the desired workflow. With that we should be able to connect with our VOC team on checking into options for this feature.
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Hi,
I would have expected to see it being toggled on!
Will you update this, when you know more? :-)
#helpsome regards,
Louise Dissing
Team Lead @ helphouse.io
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