Allow agents to mark as spam without having access to all tickets

2 Comentarios

  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing this feedback, Lisa. 


    If others have a similar need, please be sure to up-vote Lisa's post and share any other comments or details below. 

    -1
  • Joshua Bentley

    Upvoted Lisa 's post and adding our own use case:

    Feature Request Summary: 

    Allow staff accounts to mark an email as spam without requiring they see all tickets or be able to delete emails.

    Description/Use Cases: 

    We have three separate teams that specialize in different levels of support and it is not appropriate for all levels to see all tickets. In addition, giving all agents the ability to delete tickets opens up potentially serious issues caused by human error or misuse.

    Business impact of limitation or missing feature:

    With current functionality, staff who do not have viewing or deleting access are required to use a macro to flag the tickets as spam then an admin is required to review all of them and mark them as spam.

    If we were to open up the ability to view all tickets, it would add confusion (as described above) and given agents the ability to delete tickets still requires an admin's involvement to review deleted tickets to prevent misuse or mistakes.

    0

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