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Leah Hanson
Joined May 06, 2021
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Last activity Jun 17, 2022
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Latest activity by Leah Hanson
Leah Hanson commented,
Hi Dave,
I have added the post as requested.
View comment · Posted Jun 17, 2022 · Leah Hanson
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Leah Hanson created a post,
Feature Request Summary:
Editing the user roles of team members should be more streamlined so I do not need to transfer between Support and Admin Centre up to 3 times to make a simple change.
Description/Use Cases:
As a Zendesk Admin/Account Owner, I want to be able to quickly change the roles of my team members so that they can gain access to the information they need, when they need it.
Currently, I have to switch between Support and Admin Centre up to 3 times to edit a team members role.
If I start in Zendesk Support these are the steps I have to follow:
1: Click on the Setting cog
2: Click on Go to Admin Centre
** Switch to Admin Centre**
3: Open list of Team Members
4: Select to Edit the relevant team member
** Switch to Zendesk Support **
5: Click Manage in Admin Centre
** Switch back to Admin Centre **
6: Edit roles as required and Save.
Business impact of limitation or missing feature:
It is very frustrating to follow this process as it leaves multiple tabs open on the browser and is unnecessary workflow.
It would make sense to either:
Have a list of team members in Support so you can open them and click Manage in Admin Centre from there
OR
- When you press Edit in Admin Centre it takes you to the Roles area from there.
Posted Jun 17, 2022 · Leah Hanson
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Leah Hanson commented,
As the Admin who manages the Agents and Admins on our account, the workflow to edit user roles is excessive and unnecessary. I have to switch between Support and Admin Centre up to 3 times to edit a team members role.
If I start in Zendesk Support these are the steps I have to follow:
1: Click on the Setting cog
2: Click on Go to Admin Centre
** Switch to Admin Centre**
3: Open list of Team Members
4: Select to Edit the relevant team member
** Switch to Zendesk Support **
5: Click Manage in Admin Centre
** Switch back to Admin Centre **
6: Edit roles as required and Save.
Why wouldn't you either:
- Have a list of team members in Support so you can open them and click Manage in Admin Centre from there
OR
- When you press Edit in Admin Centre it takes you to the Roles area from there.
View comment · Posted Jun 16, 2022 · Leah Hanson
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Leah Hanson commented,
We would also like to have an option to add a criteria of "Ticket:Latest updater type (agent/end-user)" with the choices "Agent", "End User", "All".
We have a number of agents and we would like to be able to create a view so we can see all tickets were end users (rather than agents or triggers/automations) have made the latest update on a ticket.
View comment · Posted Sep 12, 2019 · Leah Hanson
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