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Access to personal ticket Views as Admin
Posted Mar 21, 2022
Hi,
Is there a way me as admin to access personal views created by agents?
Is it possible to give access to views, only to specific persons not an entire group only?
14
14
14 comments
Sydney Neubauer
We have definitely felt the need to share a view with a single Agent and not a whole group. We have also found the need to exclude a certain Agent from a view (a view is shared with an entire instance, it is unreasonable to add in all the groups that need access (100+) just to exclude the group that doens't need it).
Following in case there is a workaround
2
Dane
Gerardo and Sydney Neubauer,
Checking all personal views by agents is not yet natively available. As a workaround, a List Views API call can be performed for each agents and filter the data by restriction. API token authentication can be used to avoid any issues with their personal password. I understand that this is not an efficient process. However, I'll mark this as a feedback so that everyone can also share their thoughts regarding this concern.
When sharing views, there are only three options, Everyone, Agents in specific group and Only you. There's no option to select a specific agent from a group. However, as a workaround, these agents can be designated their own group if they want to have a specific shared views.
-1
Hannah Lucid
Hi team,
With the announcement of Admin visibility to all Macros, I think this should be included on a future roadmap plan.
The List Views API call is done per Agent. For a company with a larger Agent seat count, this isn't a sustainable or scaleable process.
3
Tobias Hermanns
+1 Admin need see everything to avoid Agent issues.
3
Anastasia Kachanova
+1 Admin need see everything.
Ideally admin should be the one who is giving permissions to access the view (even if this view is only for 1 person).
We cannot create group for each agent who needs to have personal macro, at the end this will interfere our reporting in explore and we will have pure mess of data inside.
4
Atanas Tomov
+1 I agree with the above comments.
An Admin should be able to natively see all agent personal macros, views etc.
4
Mark Sellner
+1 Admin needs to see everything
Troubleshooting with agents would be much easier, if I'd see the view they see.
1
Asaf Max
+1 Admins need to be able to see everything. And I will add on to this that admins need to be able to modify everything (including personal views and macros).
If there is a macro that is causing issues with the ticket flow, we can't always wait for the agent to fix it or trust that they will fix it correctly. Ultimately it is our job as admins to ensure that what the agents are seeing is approved and their shortcuts with macros are not in conflict with the set workflow.
2
Hannah Lucid
Asaf Max I agree 100%. Admins should be able to view and manage all items within the system.
1
Hannah Lucid
Additional thought I had about this today. As Admin I think we should also be able to create personal views or macros for other users.
1
Anastasia Kachanova
Agree with Hannah
1
Ryan Gabriel
Voicing my strong support for adding this functionality for admins. Our use case is hundreds of agents who have had the ability to create personal views in the past, but no longer do. They retain access to these views, and as admins, we have no visibility into these views, nor can we modify/delete them. This severely limits our ability to ensure agents are taking the tickets they should be taking.
I'm also a bit confused on the workaround described here - is there a way to generate an API key on behalf of a user? If not, what is the suggested method for generating API keys for users who do not have admin access, and therefore cannot access the API page in the admin center? The help docs for generating keys state:
Generating API tokens
To generate an API token, you must be an administrator and API token access must be enabled in your account.
1
Shawna James
0
Stephen
+1 on this front. Would be good for an Admin to have this level of access, similar to the Personal Macros.
0