Hide End User List to Light Agents
Feature Request Summary:
I want to prevent LightAgent from viewing the End-User List in Zendesk
Description/Use Cases:
At our company, it's not just customer support personnel who need to see Zendesk. Engineers and remote members also need to hear from users in Zendesk. They don't have to check their personal information, they just need to check the inquiries they need.
And they don't need to be able to browse the end-user list. Being able to see the end-user list means that they can take it out, such as by shooting it on their iPhone.
One more thing, I forgot about an important use case.
Members who only write Help Center articles within Zendesk Guide do not need to be able to view the end-user list.
Is there a way to get them to draft a Help Center article without showing them the end-user list?
This puts restrictions on the use of zendesk.
Business impact of limitation or missing feature:
We can only log in to Zendesk in a limited number of places, and it's difficult to work from home.
We are the engineers and external partners must be sent to bother copying and pasting the message from Zendesk.
Other necessary information or resources:
none
The recent renewal of the management tab is very easy to use.
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Hi 砂川 祐子,
When engineers and remote members work on a reported issue in a Zendesk ticket, could you possibly see this as an escalation?
Because in that case, the customer support could contact them using Side Conversations and thus control what information is being shared with the engineers and/or remote members.
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Thanks, Edwin Schukking
You're right about escalation using Side Conversation.
One more thing, I forgot about an important use case.
Members who only write Help Center articles within Zendesk Guide do not need to be able to view the end-user list.
Is there a way to get them to draft a Help Center article without showing them the end-user list?
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