Use Case / Problem to solve / Business impact of limitation or missing feature

Agents who are owners of scheduled deliveries are typically reporting analysts, team managers, or admins. When these agents leave the company or team, they are offboarded from the instance, changed from agent to end-user.

Currently, if an agent is changed to an end-user, their scheduled deliveries (SD) are automatically deleted, leaving the business in a bind to try to figure out why their deliveries stopped, how to get the deliveries setup again, and what settings/recipients should be on the setup. On an administrative side, there isn't a simple way to know if the agent has scheduled deliveries before they offboard them.

Feature Request Summary

There are numerous ways to approach solving this problem. Here are some suggestions:

1. Don't delete scheduled deliveries if the owner gets downgraded to an end-user. Perhaps have the scheduled delivery tied to the dashboard itself, and any agent who has permissions to edit the dashboard can edit/own the scheduled delivery together.

2. If 1. cannot be achieved easily, it would be beneficial to at least have a warning message appear when an agent is being changed to an end-user, indicating that this person has scheduled deliveries which will be deleted if you click Continue/Okay. And if many users are being changed to end-user in a bulk update via csv, it would be great to hav

Existing Work-around

The existing work-around is not sustainable/scalable. The process is bottlenecked to admins. It adds a lot of manual work for a simple offboarding. Every time an agent is going to be offboarded, use the API to check if they are owners of scheduled deliveries and, if so, recreate the schedules.

1. As an Admin, use this API endpoint to call the list of scheduled deliveries for the instance. https://{{subdomain}}.zendesk.com/explore/admin/dashboard_schedules.json

2. Convert the json to csv.

3. Search the agent's name to locate the deliveries that are owned by the agent.

4. Copy the dashboard's ID into this URL to open the dashboard.

https://{{subdomain}}.zendesk.com/explore/dashboard/{{dashboardID}}

5. Click Schedule to open the scheduled deliveries window. Open the scheduled delivery and copy the setup details and the list of recipients. (I take screenshots).

Note: You can only see other people's scheduled deliveries if you are an admin.

Note: If the dashboard has multiple scheduled deliveries, there isn't anything in the UI to indicate who the owner is of which delivery. So you have to assume into the agent's account, open the dashboard and identify their delivery there.

6. Recreate the scheduled delivery, either logged in as an admin, assumed in to another agent's account, OR utilize a system-user account.

Note: the benefit of using a system-user account is that this account is typically not ever offboarded so there's little risk of the delivery being deleted. Downsides: 1. takes up an agent license, 2. if the delivery needs to be updated, the request needs to go through an admin. The benefit of using another agent's account is that then they can manage it themselves. Downside is the risk of the delivery getting deleted again in the future.

7. Delete the agent's original version of the scheduled delivery.

Other necessary information or resources

Existing Zendesk article: https://support.zendesk.com/hc/en-us/articles/4408843602714-Scheduling-dashboard-deliveries 

Other Community posts related to this:

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