"Viewing Business Rules": Add Read-only permissions for business rules and Rule Analysis tool to custom role options

2 Comments

  • Official comment
    Alina Wright
    Zendesk Product Manager

    Hi AJ,

    Thank you so much for taking the time to write out this feedback around business rules. I have some good news for you! :) This is something we're actively working on. I don't have a date to share at this point as we're still figuring out all the intricacies of development.

    I would also love to learn more about how granular you'd need to control these broken out permissions. Would you need to restrict adding trigger by agent by group? Brand, organization? Would love to hear from you as we're figuring out what we'd like to build.

    Thank you so much. 

     

     

  • AJ Bouchard

    Hi Alina Wright 

    "I would also love to learn more about how granular you'd need to control these broken out permissions. Would you need to restrict adding trigger by agent by group? Brand, organization? Would love to hear from you as we're figuring out what we'd like to build."

    Granular permissions for editing/managing business rules is a whole separate posting I should make, besides this one about read-only. :)

    But yes, "Multi-department" or granular permissions to enable sub-admins in a large instance is a very high priority VOC for our company's use of Zendesk. To be able to give out granular permissions for someone to "admin" only a sub-section of an instance's setup (a certain set of business rules like their autoresponder text, user-management for a certain set of groups, adding new values to a custom field, etc.) would help spread the admin workload and allow departments to have more understanding and control over their Zendesk workflows/configurations. All while safely making changes, knowing they won't accidentally mess up another department's workflow setups /agents, or change an instance-wide setting that impacts everyone.

    Sort of like "contextual workspaces", picking and choosing different pieces to create the right permissions for a new sub-admin custom role for that specific department.

    Maybe via our account manager, you can connect with my team and we can go over more specific / high impact use cases and help be champions for your initiative.

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