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Leah Hanson's Avatar

Leah Hanson

Incorporación 06 may 2021

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Última actividad 17 jun 2022

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RESUMEN DE LA ACTIVIDAD

Última actividad de Leah Hanson

Leah Hanson hizo un comentario,

ComentarioTeam members and groups

Hi Dave,

I have added the post as requested.

Ver comentario · Publicado 17 jun 2022 · Leah Hanson

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Leah Hanson creó una publicación,

Publicación Feedback - Admin Center

Feature Request Summary: 

Editing the user roles of team members should be more streamlined so I do not need to transfer between Support and Admin Centre up to 3 times to make a simple change.

Description/Use Cases: 

As a Zendesk Admin/Account Owner, I want to be able to quickly change the roles of my team members so that they can gain access to the information they need, when they need it.

Currently, I have to switch between Support and Admin Centre up to 3 times to edit a team members role.
If I start in Zendesk Support these are the steps I have to follow:
1: Click on the Setting cog
2: Click on Go to Admin Centre
** Switch to Admin Centre**
3: Open list of Team Members
4: Select to Edit the relevant team member
** Switch to Zendesk Support **
5: Click Manage in Admin Centre
** Switch back to Admin Centre **
6: Edit roles as required and Save.

Business impact of limitation or missing feature:

It is very frustrating to follow this process as it leaves multiple tabs open on the browser and is unnecessary workflow.

It would make sense to either:
Have a list of team members in Support so you can open them and click Manage in Admin Centre from there
OR
- When you press Edit in Admin Centre it takes you to the Roles area from there.

Publicado 17 jun 2022 · Leah Hanson

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Leah Hanson hizo un comentario,

ComentarioTeam members and groups

As the Admin who manages the Agents and Admins on our account, the workflow to edit user roles is excessive and unnecessary. I have to switch between Support and Admin Centre up to 3 times to edit a team members role.

If I start in Zendesk Support these are the steps I have to follow:
1: Click on the Setting cog
2: Click on Go to Admin Centre
** Switch to Admin Centre**
3: Open list of Team Members
4: Select to Edit the relevant team member
** Switch to Zendesk Support **
5: Click Manage in Admin Centre
** Switch back to Admin Centre **
6: Edit roles as required and Save.

Why wouldn't you either:
- Have a list of team members in Support so you can open them and click Manage in Admin Centre from there
OR
- When you press Edit in Admin Centre it takes you to the Roles area from there.

Ver comentario · Publicado 16 jun 2022 · Leah Hanson

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Leah Hanson hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We would also like to have an option to add a criteria of "Ticket:Latest updater type (agent/end-user)" with the choices "Agent", "End User", "All".

We have a number of agents and we would like to be able to create a view so we can see all tickets were end users (rather than agents or triggers/automations) have made the latest update on a ticket.

Ver comentario · Publicado 12 sept 2019 · Leah Hanson

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