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Feature Request: Skill Type and Skill Audit Logs + Permission Splitting



Posted May 03, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We would like the ability to see any creations, updates, or deletions against Skill Types or Skills within Skill Types. Admins are affected by this gap in system auditing.  

 

We would also like to have the ability to manage Skills on user records split from the permission “Manage User Fields” which allows Agents to access the user fields admin page and create, edit, update, or delete user fields. 

 

What problem do you see this solving? (1-2 sentences) 

We're able to have a record of all changes (creations, updates, deletions) against Skill Types and Skills. 

The problem the permission split would solve would be locking down the ability to create, edit, update, and delete all user fields in the admin center. Instead, it would be a “Front Facing” ability on the user record. 

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We were testing Skill Types and Skills within our sandbox before rollout. We found that we were unable to see Skills deleted from the system on the Audit Log. Additionally, we found that the Skills field on the User Records were unable to be seen unless a user has access to the permission mentioned above. This is INCREDIBLY uncomfortable for us as admins, as we would be granting Agents the permission to make changes but have gaps in reporting. 

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No.

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

My ideal solution to this problem would be to have all creations, updates, edits, and deletions be logged on the audit log for Skill Types and Skills. 

In addition to this, splitting the permissions for Skill assignments so custom roles could be granted access to add skills at the user record level but not in the admin center. 


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3 comments

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Shawna James

Community Product Feedback Specialist

Hey Hannah,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 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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Sydney Neubauer

Zendesk Luminary

+1 to this feature. It is something we also struggle with - we encountered this issue before where our skills routing tickets were not showing in views and we couldn't tell if there was a change to Skills. But then it was found the Skills needed to be added and removed from the view and it worked again. But this was a lot of wasted time with ZD to look into their logs and their logs also have this gap

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Ryan Winkler

Zendesk Product Manager

Hey Sydney and Hannah,

Thanks so much for the in depth feedback.

My team (the Audit log and Access Log team) does not presently have these events slated to add, but I will explicitly reach out to the people who own skills and skill based routing to see if we can at least get this in the back log.

It is my intention to have a fully comprehensive (and complete) audit log service, so every event is very important.

If you have any feedback or additional thoughts on this, or more context in terms of urgency, or impact that NOT having this or anything within Audit logs or Access logs is taking, I'd love to hear it!

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