Disable offline messages for everyone
Answered
Posted Aug 02, 2017
I have disabled the "Offline Message Notification" in my profile, and want to do it for the whole account. The only way now is for every agent to login and do it under their profile. This is a HUGE (a BIG HUGE) inconvenience and stupid thing. As an admin, I should be able to change this simple setting on an account level.
Again, please DO NOT tell me to use an API or something like that. Not everyone has the bandwidth of the software/development team.
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22 comments
Chris Smith
Is there a status update to this? Admins must be able to throttle this function. Is there a workaround (e.g. prevent via a trigger)? Does Zendesk recognize this as an issue/bug or is the stance "it ain't broke, so don't fix it"?
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David Judenne
+1
I feel this is normal request, specially for normal email receive this exist, it's a trigger not link to each user account, why for chat it's a setting need to be disable one by one ?
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Amanda Black
Agreed - need this. I feel like it should go without saying why this would be needed to be controlled from an admin perspective. Especially as there is not a single agent that wants or needs these notifications as all of the offline messages show up in Zendesk Support and are sorted as needed via triggers. The notification feature in the Chat Dashboard isn't even a needed feature unless using Chat only.
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Jamey Pringle
Definitely want this feature. +1
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Flavio
+1
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Stephen Belleau
Hey Jonathan - we have the same concerns about PII being emailed out. I'll share the (terribly inconvenient) workaround we use to reduce this risk.
1. Assume into an agent (via yourdomain.zendesk.com/users)
2. Go to chat
3. Go to that agent's chat profile and uncheck the offline message notifications.
4. Repeat for every single agent.
Very clunky and time-consuming, but we do what we must for PII security. Here's hoping Zendesk makes some improvements in this area.
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Jonathan Jongkind
+1 - this is a concern for us.
The fact we are unable to disable offline message notifications means that personal identifiable information is unnecessarily emailed out to all Chat agents who don't have this setting disabled which we are keen to avoid.
This is not a setting that should be configurable by agents but by administrators, ensuring consistency with notification settings in other areas of Zendesk.
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Philip Upton
+1
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Roman Sheydvasser
+1
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Ben Owen
+1 for this! With the usual rate of agent turnover, this issue pops up frequently for us. With chats being created as tickets in support as well I can't even see how this is useful for the way Zendesk is designed in terms of bringing all customer support channels together.
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