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WFM - Agents should not automatically be added to the Allow List when created in Zendesk
Posted Sep 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)
Recent updates to WFM have added a feature that now adds all new agents created in Zendesk to the Allow List in WFM, which defeats the purpose of using an Allow List. This has resulted in unwanted users being added to WFM and confusion among Admins and Team Leads while using the application. If an organization is using an Allow List, that means they DON'T want every user having access to WFM. The default should be No Access unless specified otherwise.
What problem do you see this solving? (1-2 sentences)
The point of an Allow List is to give admins granular control over who has access to the WFM application. By automatically adding users to this list, the new functionality directly contradicts the purpose of an Allow List.
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 just noticed this today, but it has been happening for a few weeks now, since the new functionality was released.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, Admins now have to remove the automatically added users from the Allow List when they are not supposed to be there.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would revert this change. If an organization wants every user added to the Allow List, they have the option to not use the Allow List at all. They can then omit specific agents using the Block list.
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4 comments
Shawna James
Hey Aaron,
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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Rita Goncalves
Hi Aaron Doane! Thanks for sharing this useful feedback. The current feature behavior is tied to the fact that the Zendesk WFM licensing model is wall-to-wall, which means that all users of the account are taken into consideration from a licensing perspective. Thus, new created users in Zendesk are also automatically added to allow list to follow that logic.
We are aware that there are some use cases where certain users should be prevented from using Zendesk WFM. For that, you can remove them from the allow list or add them to the block list.
We are continuously listening our customers and analyzing possible solutions to improve the user experience so we are also taking this feedback into consideration in the ongoing conversations. Thanks!
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Aaron Doane
Hi Rita Goncalves!
Thanks for the response. I understand the wall-to-wall model, however, my concern is that functionality already exists with the option to turn the Allow List off. Turning the Allow List off in WFM settings > Account Settings allows the admin to set up WFM to be wall-to-wall.
By automatically adding users to the Allow List when the Allow List is turned on, this essentially obsoletes the option entirely.
I would argue that having an Allow list and a block list that can both be toggled on or off, but then also automatically adding all new users to the allow list if it's toggled on is quite complicated. I completely understand the wall-to-wall model and, if that's the intention, maybe the allow list simply needs to be removed in favor of only using the Block list.
I hope that's helpful in clarifying my request!
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Gary Jones
Hi there,
I want to reinforce Aaron Doane's request and reasoning. We've just encountered the same issue—users who aren't part of Support, such as new employees onboarding to Zendesk or those doing temporary Support rotations, are automatically added to our WFM Allow List. This is frustrating because we enabled the allow list specifically to prevent non-Support users from cluttering our data.
These users aren’t being scheduled, their time doesn’t need tracking, we don’t need to manage their groups, and we certainly don’t want them skewing reports and metrics. The allow list would be far more helpful if it remained manually curated rather than automatically updated in a way that undermines its purpose.
Could this behaviour be reconsidered? It would be much more effective if only explicitly added users were included.
Thanks!
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