"Viewing Business Rules": Add Read-only permissions for business rules and Rule Analysis tool to custom role options
Feature Request Summary
Add a read-only permission to the custom role options for the business rules pages and Rule Analysis page/tool. They can read and dig into the rules for their analysis, but cannot create or edit rules.
The Rule Analysis page is a useful tool for efficiently reviewing and analyzing the configurations, seeing all of the email addresses, groups, tags, etc. and how they all tie together with business rules and views. We have non-admin business analysts who would benefit from having read-only access for this page, as well as the business rules pages (triggers, automations, SLAs) for searching, so that they can carry out analyses and audits, for specific projects and ongoing improvements to the configurations. They can then easily work with the admins to reference particular setups and collaborate with them to carry out change requests.
Product limitation or missing feature
Currently the only way for someone to access and use the business rules pages and Rule Analysis page is either:
1. Have the admin role
2. Have a custom role with the "Manage Business Rules" permissions.
Business impact of limitation or missing feature
Giving someone "Manage Business Rules" permissions is too much power; being able to create, edit and delete business rules. There is risk that they will make changes that will break something unintentionally. Even with user training, human error can occur. One of our instances have over 40 separate departments; handing out these powerful permissions to even just one person per department opens up serious risk to our business.
If we don't give them "Manage Business Rules", then the small list of people who do have the admin role are a bottleneck to sourcing the information. Either copy-pasting, or exporting info. But the resulting format of the information is not good and the person reviewing the information misses out on the handy features built into the Rule Analysis page.
Other necessary information or resources
Analyzing your business rules
Creating custom agent roles
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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.
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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