Roles - Live Calls

9 Comments

  • Nicole Saunders
    Zendesk Community Manager

    thanks for the feedback, Travis. We've made it visible to our product teams, and they'll reach out if they have any additional questions.

    1
  • Travis Tubbs

    If you search for the word "Permissions" in the Zendesk Community, you'll see there are a lot of posts stating an additional permission is needed for this and one for that.

    One area Zendesk is sorely lacking in would be gradual permissions. It's annoying how many times I have to give more access than needed for an agent to do one thing. (I'm really uncomfortable with the number of people we've had to make Adminstrators just to be able to do a single thing.)

    I would love to see Zendesk break down these permissions even more, especially for those of us on an Enterprise plan.

    1
  • Debi Gerald

    Same feelings as above.  I created a Team Lead position where I need them to listen to live calls for training purposes and the only way I can give them access is to make them Admins.  The reason we have limited admins is we had an issue with our account and we needed to limit the amount of admins.  :(

     

    Zendesk - Any idea when this might be added?

    1
  • Nicole Saunders
    Zendesk Community Manager

    @Travis - yes, there are a number of requests about permissions, but they're all different sorts of permissions on different products. For example, the team that deals with permissions for publishing articles in Guide is an entirely different team and different product than the one that would deal with the permissions being discussed here.

    @Debi - 

    The product team for this part of the product has not evaluated this request yet. Usually they wait until they're heard from more users before they being the exploration process on a given request, so we're continuing to collect comments and use-cases but I would not expect to have an update on this one until we've heard from more folks. Hopefully this is something lots of others need enough to weigh in on! 

    0
  • Antonios Despos

    Hi,

    We also need more levels of permissions, access to live calls is a good example.

    Regards

    1
  • Landy (Laura)

    +1 to add a separate permission for listening to live calls

    1
  • Admin

    That would also be helpful for us. 

    0
  • Khajik Khajadourian

    +1 to this. I have requested this in a ticket last year. 

    Echoing what you said in your original post, we need to be able to give our team leads the ability to live monitor calls without giving them the ability to edit Talk permissions on an administrative level. This opens us up for risks if we give them that entire access. Additionally, it is very necessary for our leads to be able to live monitor calls especially now with everyone working from home. 

    Is this planned for? I see this was reported in 2019. 

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  • Khajik Khajadourian

    Is there any update to this request? 

    0

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