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Alina Wright's Avatar

Alina Wright

Incorporación 16 oct 2021

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Última actividad 18 feb 2025

Zendesk Product Manager

Product Manager for Roles and Permissions

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Última actividad de Alina Wright

Alina Wright hizo un comentario,

Comentario de la comunidad Feedback - Admin Center

Thank you so much for providing this feedback. I have captured it and will consider it for future roadmap planning. 

Ver comentario · Publicado 18 feb 2025 · Alina Wright

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Alina Wright hizo un comentario,

ComentarioTeam members and groups

Question: I work with Zendesk apps, and I'm looking to further extend our data exporting capabilities for users, and data analysis for brands.  So we want to be able to include the brand information when exporting users to provide the stakeholder with clear information about the agents brand memberships.  From the brands perspective, we have worked on several brand 'migration' projects in the past and anticipate will need to do so again in the future, and so we will need to take agent brand memberships into consideration when migrating a workflow out from Brand A into a separate Brand B.
Thank you for your consideration ~

 

Alina: Just so I'm understanding correctly, you want to ensure we add ‘brand’ to the export when exporting user data? Adding to the feature request list. Thank you!

Question: Could you please let me know if Zendesk plans to limit access to end-user profiles depending on the brand an agent is linked to in the future? We often receive enquiries about whether this is possible within Zendesk, restricting agent access to specific customer profiles.

 

Alina: Yes! I don't have a timeline to share but we are working on this.

Question: I don't see mention of reporting/Explore limitations based on Brand assignments. Similar to the new improvements in Roles for scoping Explore data access based on group assignments.

Will agent Brand restrictions also restrict ticket data access in Explore to their assigned brand's tickets?

If Explore won't honor brand restrictions, this should be called out in the Limitations section until addressed. 

 

Alina: Yes, agent brand restrictions also restrict ticket data access in Explore in the FUTURE. Thanks for calling this out, I added it to the Limitations section.

Question: Does this change impact access to the Help Center articles? Can I restrict a specific set of customers to only a set of articles using the new branding/department spaces feature? 

 

Alina: You can do this today through user segments in Guide. 

 

Question: What is the the expected behavior when an Agent is creating a new ticket and Brand spaces is turned on.?

We have found that only Agents associated with the default brand can create a new ticket.  Agents aligned with an alternate brand are unable to create new tickets.  

How do team members associated with a brand that is not a default create a ticket on behalf of a requester?

 

Alina: Make sure the agents have the right permission to create new tickets on their role settings. They should be able to create new tickets. We did have a bug that we fixed, please try again and let me know if you're still experiencing issues. 

 

Question: I've already submitted a separate ticket on this, but we're seeing newly added agents having their brand appear blank?? We only have one brand, but they were not assigned to this by default as they have in the past.

 

Also, can there be an easier way to add/remove users from a brand? Why not have a “Brand” menu option to Manage Users in Support? Or in Admin Console to go to Team Members > 3 dots > Brand? Or in the Admin Console for there to be a main menu option for Brand and Brand Membership (add/remove users)?

 

Alina: I'm assuming those agents were in a downgraded state at some point when we ran a backfill. You can read more on that here. It won't happen again from here on forward. We're making enhancements on agent brand membership. We're adding an ability to manage the brand from the agent profile.


 

Ver comentario · Publicado 11 feb 2025 · Alina Wright

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Alina Wright hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)
Hi Scott, I'm not disregarding this feedback. We get thousands of requests for feature upgrades and we can't commit to all of it. I've submitted it to our internal system so I can better track it for priority. 

Ver comentario · Publicado 03 feb 2025 · Alina Wright

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Alina Wright hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)
Hey Steven, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. 
 
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.

Ver comentario · Publicado 03 feb 2025 · Alina Wright

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Alina Wright hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.

Ver comentario · Publicado 31 ene 2025 · Alina Wright

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Alina Wright hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi all, thanks for submitting this as product feedback. I've submitted this as feedback in our internal tracking system so I can keep an eye on it. Please continue commenting and upvoting so I can monitor the priority.

 

Best, 

Alina

Ver comentario · Publicado 29 ene 2025 · Alina Wright

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Alina Wright hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)
Hi all, PM for roles and permissions here. Can you help me better understand, is the fact the external ID is the unique identifier here the issue or more so the email? 
 
Can you share more about how you're using this? We actually have a roundtable coming up on February 12th that will be on this topic that you should consider attending as this is part of the topic. Shawna James perhaps you can send that info. 

Ver comentario · Publicado 28 ene 2025 · Alina Wright

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Alina Wright creó un artículo,

ArtículoNovedades
Fecha de anuncio Inicio de implementación Fin de implementación
21 de enero de 2025 10 de febrero de 2025 TBD

Zendesk continúa con la implementación de los espacios de departamento, una mejora importante para darle un mayor control sobre su organización. Los espacios de departamento permiten segmentar el acceso a los datos de Zendesk según las divisiones internas de la compañía. Mantenga sus unidades regionales, departamentales, de marca o de negocio separadas con protecciones de privacidad más estrictas en los datos de los tickets. Asigne a sus equipos las funciones externas e internas que atienden y mantenga los datos en las manos correctas.

Si desea más información sobre esta función, consulte el anuncio original: Anuncio de espacios de departamento.

Este anuncio incluye los siguientes temas:

¿Qué va a cambiar?

A partir del 10 de febrero de 2025, Zendesk continuará implementando la función de espacios de departamento. Esta información se aplica solo a los clientes que aún no han recibido esta función.

Para verificar si recibió esta función, vaya a la página Integrantes del equipo en Centro de administración > Personas > Equipo > Integrantes del equipo. Si ve la nueva columna Marcas, significa que esta función ya está activada y puede ignorar este anuncio. Si no ve la columna Marcas, este anuncio se aplica a su cuenta.

¿Cuándo hará Zendesk este cambio?

La implementación se hará por pods. Actualmente, los siguientes pods no tienen espacios de departamento: Pod 17, 18, 19, 31, 20, 23, 27, 28 y 29.

El siguiente es el horario de implementación:

  • Pod 13: 10 de febrero de 2025
  • Pod 17: TBD
  • Pod 18: TBD
  • Pod 19: TBD
  • Pod 31: TBD
  • Pod 20: TBD
  • Pod 23: TBD
  • Pod 27: TBD
  • Pod 28: TBD
  • Pod 29: TBD

Si desea saber en qué pod se encuentra para hacer el seguimiento de las membresías de agentes, consulte ¿Cómo sé qué pod tengo?

¿Qué debo hacer?

No es necesario que haga nada. Si aún no tiene espacios de departamento, se implementarán automáticamente en su cuenta de acuerdo con el horario anterior.

Si tiene comentarios o preguntas relacionadas con este anuncio, visite el foro de la comunidad donde recopilamos y administramos los comentarios de los clientes sobre los productos. Si desea asistencia general con sus productos Zendesk, contacte a Atención al cliente de Zendesk.

Editado 21 feb 2025 · Alina Wright

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Alina Wright hizo un comentario,

ComentarioTeam members and groups

prakash.sati - we will resume roll out next week with an end date of end of February. 

Ver comentario · Publicado 08 ene 2025 · Alina Wright

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Alina Wright hizo un comentario,

ComentarioTeam members and groups

Tom J - if you don't want an agent to create tickets in other brands, head over to Admin Center > Roles > click into the role you'd like to change > update the permissions to one of the following:

Brands they can assign tickets to

- Only assign tickets to brands they belong to

- Assign tickets to any brand

 

We will be introducing more granular permissions around ticket creation. 


James Peterson - Eastern Logic  - unfortunately that API is not currently available publicly. I'll work with the owning team to see what that would take to make happen. Can you tell me a little about your use case?

Ver comentario · Publicado 08 ene 2025 · Alina Wright

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