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Ability for non Admins to change the Zendesk Availability of other Agents
Posted Feb 05, 2025
Our Admin users are using an Explore Dashboard to view and change the Availablility status of our Agents. Using this method we can Bulk change some of our Agents at the same time. Or they can change the status of other individual agents. Non Admins can use this to view the Availability of other agents, but they cannot change their Availability.
I also see that post https://support.zendesk.com/hc/en-us/articles/8513847999514-Announcing-new-bulk-APIs-for-agent-availability-with-omnichannel-routing has recently been created advising how bulk agent availability changes can be done by Admins via API.
We have some Agents that are ‘Team Leads’ who have responsibility for a monitoring and changing other Agent availability. However, they are not Zendesk Admins.
We would like to request the ability to specify a group of specific non Admins to have to ability to do this please. We don't want to give Admin access to these ‘Team Lead’ agents, we just want to give the ability of changing other Agents Availability status's. This would allow our Team Leads to be able to make these changes, instead of having the chase up the Agent manually, or ask an Admin to do it for the Lead.
Thanks
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1 comment
Shawna James
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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