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Product Feedback: Announcing user suspension for the messaging channel



Posted Nov 04, 2024

Hi Team,

 

I wanted to bring to your attention a recent announcement from Zendesk regarding user suspension for the messaging channel. Link to article can be found here.

 

We’ve had some interest and questions about this new functionality, which were addressed by a support representative. According to the information provided, the permission to suspend users is granted based on the agent’s role. This is quite disappointing for us, as we use Unified accounts where all contact details (email, phone number, external ID, etc.) are consolidated in an end-user’s account. Consequently, this feature becomes completely obsolete for our needs.


The current role-based permission means that if an agent is granted this ability, they will suspend not only the messaging channel but all other communication channels for an end-user. This broad scope of suspension is not practical for our operations.

 

For the future, we strongly recommend making permissions more granular, for example specifically making this one based on channel rather than role to accomodate a broader audience of your customers including us, who find the current implementation unusable.


Thank you.

 

 


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Shawna James

Community Product Feedback Specialist

Hey Atanas,
 
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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