Product feedback: Chat roles in Messaging

Recently, we received complaints from our support team that their display names in Messaging have been reset and full names have been displayed for end-users in messaging conversations.

This causes a negative impact on agents side and their trust to product that they operate in.

Considering that settings reset is not possible, and Zendesk admins were not changing anything we decided to enter Chat Roles in Chat Product and see each role what level of permission has. Apparently, Chat Roles are not available as we use new Messaging account.

Please note that we have a business need to see who from the team members what level of permissions has set, who can update names of other team members, access what part of the system etc. Having access to Chat roles while using Messaging will provide better positive experience to our agents and admin team in charge.

It’s not acceptable that we have different roles in a product and Admin team is not able to access the role and see level of permissions assigned. When you’re developing new product and promoting it as most developed, invested in etc. please do think also about permissions and people managing this new product.

There is no workaround now, because we (as admins) cannot see Chat roles in Chat product settings nor in Zendesk Admin Center part. We raised a ticket to ZD support and we were informed that our account has a messaging backend and the setting Role is not available.

We need to see who from the team what level of permission has for each product that we support. Please consider adding Chat roles for accounts using Messaging either under Chat product settings or under Admin Center part. It’s a vital feature and we cannot operate product without having access to it.