The Explore dashboards are great, but the problem we are running into is that if we give people light agent or contributor roles, they can go over to Support. We've been able to lock down their abilities in Support to almost where we need, but if they click to add a ticket, click in the "Requestor" box, and type a letter of the alphabet, they can then see everyone's email addresses (all requestors in our system) related to that letter . . . this is a show-stopper for us. We were so excited about exposing Explore dashboards to a subset of our users using a secure method (not email sending), but this is stopping us and now we're scrambling for another solution.
It would be great if we could simply toggle off Support access for light agents and contributors. I know we can do custom roles, but the fact that this requires a license for each, makes it completely unaffordable. I think Zendesk has a great opportunity here to add value.
And by the way, if I'm missing anything, all coaching is welcome.
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