Mario Ritz

The CSAT data, on a ticket level, should not be visible to agents by default. i.e. no banner and no possibility for an agent to access the individual feedback from a customer on a ticket unless permission to see individual CSAT is granted. (I am not referring to agents being able to see their own, overall CSAT score - overall scores are fine as long as they cannot break it down to individual tickets or access other people's scores by themselves.)

• Do you think removing CSAT results from the ticket banner but keeping in the ticket events log would address your concerns?
  As long as agents can access the events log no, because agents can still easily access the data - no difference to the current situation.  It shouldn't be displayed at all on agent level access unless the permission to see CSAT is granted
   
• Will those performing quality analysis on the tickets be able to find the CSAT data?
  I don't understand this question - they will find it if they have access and are told where to look - no difference to now. Generally, I doubt that anyone working somehow efficiently would do CSAT analysis by looking at the banners of hundreds of tickets - you would run high level reporting and break it down from there. As long as the CSAT for each ticket is accessible for non-agent roles (or if permission is granted) and it can be accessed/ drilled down into via reporting then there is no issue.

Any update on this?  As far as i can see, you still cannot restrict access to CSAT feedback? I don't understand how something basic like this is still not implemented - this should be very straight forward to add an option to hide the satisfaction feedback and CSAT customer comments from agent view. I don't want agents to spend time to read through their own or other agents customer feedback, that is not their job but their managers. Again, yet another function in Zendesk we cannot use because of privacy concerns and potential impact on morale (see talk dashboard with detailed agent statistics that cannot be hidden from agents on Professional plan). 

Hi Martin,

Talk Live Dashboard is default on for anyone we give "agent" access in talk and we were advised the option to deactivate is only available on an enterprise plan. We are on professional. There is no access to customize roles on professional --> no way to deactivate access to sensitive data for agents.

Kind regards

Mario

The Zendesk talk live dashboard can be accessed by anyone with the "agent" role via Support, Talk and Admin pages with no restrictions possible on a Professional Plan. the default setting is "read access" for agents instead of "no access".

The information as listed on Analyzing call activity with the Talk dashboard – Zendesk help is not correct ("To view the dashboard, your account must be a member of the Admin or Team lead Talk role in Admin Center." As also confirmed by Zendesk Support the agent role can indeed view the dashboard and while they cannot change other agent status, they can access all data including other agents performance information.

Access restriction for this dashboard are hidden behind a paywall (this can only be limited via custom roles only available via Enterprise plan) meaning agents on professional have full read access to call and line live and historic daily data as well as performance data of other agents via the Talk Live dashboard. The dashboard cannot be edited either to remove or hide data not supposed to shared with agents.

This is effectively a show stopper and we now need to stop our migration to Zendesk Talk.

The default setting for the dashboard for the agent role should be "no access"