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Allow All Agents to Add End Users
Posted Jan 30, 2024
Currently in order to allow an agent to add an end user manually, the agent needs to have access to see all tickets. One of our Zendesk instances is shared between two departments and tickets are sorted into groups based on the email the ticket was sent to and keywords in the subject. Agents do not have access to all groups in order to protect sensitive information that is provided in tickets. Agents not being able to add end users themselves then requires an administrator to get involved to add the end user. This situation is happening multiple times a day and causes delays in the ability for agents to respond promptly to tickets. The ideal fix is to separate the permission to add end users from the access to all tickets status and set it as a separate permission.
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6 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Dana Beugless-Spies
This is something that I have encountered as an immediate need as well. Our organization needs to limit the number of admins, and with various departments of varying security / privacy concerns, we cannot allow all of our agents to see all tickets. Therefore, we need a way to allow agents with limited functionality to send emails to new users that they add to Zendesk as customers. Please allow an option in custom roles for this functionality that would not require viewing rights to all tickets. Thank you.
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Administrator
This feature is really needed to allow our agent to add end-users without giving them the admin rights
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Katharina Stauder
This feature is incredibly important for us as well, since we use Multibrand and not all agents should have access to all tickets and groups. Unfortunately, this means that end users cannot be created, which in turn prevents us from using the proactive ticket function. As it stands, I, as the admin, have to be contacted first to create the end user, and only then can the agent proceed. This makes our workflows extremely cumbersome and inefficient, and I can't understand why this hasn't been addressed. I strongly urge you to take action on this issue, as these are essential functions.
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Alina Wright
Hi everyone,
This is already possible through custom roles on Enterprise plans. Agents do not need access to all tickets and can be given access to, “Add, edit, delete, and assume profiles for any end user”.
I assume if you're on this forum, then you're probably not on an Enterprise plan, however. Unfortunately, we do not currently have plans to extend custom roles to plans lower than Enterprise at this time. Thank you for your engagement on our community and providing feedback.
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David Wexelblat
This shouldn't require a custom role. This should be a basic capability. Agents should be able to add and edit users they interact with, period, without requiring access to all tickets and without being admins.
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