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Alina Wright
Joined Oct 16, 2021
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Last activity Feb 18, 2025
Product Manager for Roles and Permissions
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Latest activity by Alina Wright
Alina Wright commented,
Thank you so much for providing this feedback. I have captured it and will consider it for future roadmap planning.
View comment · Posted Feb 18, 2025 · Alina Wright
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Alina Wright commented,
Question: I work with Zendesk apps, and I'm looking to further extend our data exporting capabilities for users, and data analysis for brands. So we want to be able to include the brand information when exporting users to provide the stakeholder with clear information about the agents brand memberships. From the brands perspective, we have worked on several brand 'migration' projects in the past and anticipate will need to do so again in the future, and so we will need to take agent brand memberships into consideration when migrating a workflow out from Brand A into a separate Brand B.
Thank you for your consideration ~
Alina: Just so I'm understanding correctly, you want to ensure we add ‘brand’ to the export when exporting user data? Adding to the feature request list. Thank you!
Question: Could you please let me know if Zendesk plans to limit access to end-user profiles depending on the brand an agent is linked to in the future? We often receive enquiries about whether this is possible within Zendesk, restricting agent access to specific customer profiles.
Alina: Yes! I don't have a timeline to share but we are working on this.
Question: I don't see mention of reporting/Explore limitations based on Brand assignments. Similar to the new improvements in Roles for scoping Explore data access based on group assignments.
Will agent Brand restrictions also restrict ticket data access in Explore to their assigned brand's tickets?
If Explore won't honor brand restrictions, this should be called out in the Limitations section until addressed.
Alina: Yes, agent brand restrictions also restrict ticket data access in Explore in the FUTURE. Thanks for calling this out, I added it to the Limitations section.
Question: Does this change impact access to the Help Center articles? Can I restrict a specific set of customers to only a set of articles using the new branding/department spaces feature?
Alina: You can do this today through user segments in Guide.
Question: What is the the expected behavior when an Agent is creating a new ticket and Brand spaces is turned on.?
We have found that only Agents associated with the default brand can create a new ticket. Agents aligned with an alternate brand are unable to create new tickets.
How do team members associated with a brand that is not a default create a ticket on behalf of a requester?
Alina: Make sure the agents have the right permission to create new tickets on their role settings. They should be able to create new tickets. We did have a bug that we fixed, please try again and let me know if you're still experiencing issues.
Question: I've already submitted a separate ticket on this, but we're seeing newly added agents having their brand appear blank?? We only have one brand, but they were not assigned to this by default as they have in the past.
Also, can there be an easier way to add/remove users from a brand? Why not have a “Brand” menu option to Manage Users in Support? Or in Admin Console to go to Team Members > 3 dots > Brand? Or in the Admin Console for there to be a main menu option for Brand and Brand Membership (add/remove users)?
Alina: I'm assuming those agents were in a downgraded state at some point when we ran a backfill. You can read more on that here. It won't happen again from here on forward. We're making enhancements on agent brand membership. We're adding an ability to manage the brand from the agent profile.
View comment · Posted Feb 11, 2025 · Alina Wright
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Alina Wright commented,
View comment · Posted Feb 03, 2025 · Alina Wright
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Alina Wright commented,
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
View comment · Posted Feb 03, 2025 · Alina Wright
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Alina Wright commented,
View comment · Posted Jan 31, 2025 · Alina Wright
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Alina Wright commented,
Hi all, thanks for submitting this as product feedback. I've submitted this as feedback in our internal tracking system so I can keep an eye on it. Please continue commenting and upvoting so I can monitor the priority.
Best,
Alina
View comment · Posted Jan 29, 2025 · Alina Wright
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Alina Wright commented,
Can you share more about how you're using this? We actually have a roundtable coming up on February 12th that will be on this topic that you should consider attending as this is part of the topic. Shawna James perhaps you can send that info.
View comment · Posted Jan 28, 2025 · Alina Wright
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Alina Wright created an article,
Announced on | Rollout starts | Rollout ends |
January 21, 2025 | February 10, 2025 | TBD |
Zendesk is continuing the rollout of department spaces, a major enhancement to give you greater control over your organization. Department spaces allow you to segment access to your Zendesk data by the internal divisions of your company. Keep your regional, departmental, brand, or business units separate with stronger privacy protections on ticket data. Assign your teams to the outward and inward-facing functions they serve and keep data in the right hands.
For more information about this feature, see the original announcement: Announcing Department Spaces.
This announcement includes the following topics:
What's changing?
Starting February 10, 2025, Zendesk will continue rolling out the department spaces feature. This information applies only to customers who have not yet received this feature.
Check if you received this feature by heading to the Team members page in Admin Center > People > Team > Team members. If you see a new Brands column, you already have this feature turned on and can ignore this announcement. If you don’t see a Brands column, this announcement applies to your account.
When is Zendesk making this change?
Rollout will be done by pod. Currently, these pods don’t have department spaces: Pod 17, 18, 19, 31, 20, 23, 27, 28, and 29.
The following is the rollout schedule:
- Pod 13: Feb 10, 2025
- Pod 17: TBD
- Pod 18: TBD
- Pod 19: TBD
- Pod 31: TBD
- Pod 20: TBD
- Pod 23: TBD
- Pod 27: TBD
- Pod 28: TBD
- Pod 29: TBD
To learn which pod you are in to track agent membership, see How do I learn what Pod I am on?
What do I need to do?
No action is required. If you don't already have department spaces, it will automatically be rolled out to your account according to the schedule above.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Feb 18, 2025 · Alina Wright
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Alina Wright commented,
prakash.sati - we will resume roll out next week with an end date of end of February.
View comment · Posted Jan 08, 2025 · Alina Wright
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Alina Wright commented,
Thomas Johnson - if you don't want an agent to create tickets in other brands, head over to Admin Center > Roles > click into the role you'd like to change > update the permissions to one of the following:
Brands they can assign tickets to
- Only assign tickets to brands they belong to
- Assign tickets to any brand
We will be introducing more granular permissions around ticket creation.
James Peterson - Eastern Logic - unfortunately that API is not currently available publicly. I'll work with the owning team to see what that would take to make happen. Can you tell me a little about your use case?
View comment · Posted Jan 08, 2025 · Alina Wright
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