Just a question for all the Zendesk admins out there... I'd appreciate your feedback on the situation I am going to describe and what is expected behaviour...
- We're on the Pro plan - not Enterprise.
- We have multiple groups, and some agents are (supposed to be) restricted to making comments on group tickets only.
- We share users between groups, and have some custom user fields in which we record specific user information - mostly applicable to one or two groups
- However, even though groups, and custom fields are part of our plan; agents restricted to group only tickets cannot edit the needed user fields - we are stuck with having to give them access to all tickets to do this.
- Fundamentally, this basically breaks the ability to restrict agents to their own tickets as they cannot use the required fields
- This of course this causes a risky security issue.
According to Zendesk, this is done because:
If an agent can change a custom user field, they may somehow cause a ticket update outside their group - I am picking this could happen through it triggering an automation or trigger - though I've found it very difficult to make triggers that work well of these - only some tricky use of tags can make this happen.
I feel that:
- Restricting access to user fields is the kind of advanced functionality that I'd expect to be needed by the more 'enterprise level' customers
- It makes more sense to have to upgrade for greater control - not to make existing features work with other existing features.
- That if an admin creates a trigger that could cause this, then they are responsible for this happening, and have either on purpose or inadvertently opened such a door.
- That if these two Zendesk features do not play together nicely, then Zendesk should create a solution for this, not restrict build in features from working.
What are your thoughts?
Would you find it worrisome that a trigger you created, allowed an agent to inadvertently update a ticket they are not assigned to?
Or do you feel that this is caused by over-thinking by Zendesk?
Iniciar sesión para dejar un comentario.