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砂川 祐子's Avatar

砂川 祐子

Incorporación 16 oct 2021

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Última actividad 21 oct 2021

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Última actividad de 砂川 祐子

砂川 祐子 hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Thanks, Edwin Schukking

You're right about escalation using Side Conversation.

One more thing, I forgot about an important use case.
Members who only write Help Center articles within Zendesk Guide do not need to be able to view the end-user list.
Is there a way to get them to draft a Help Center article without showing them the end-user list?

Ver comentario · Publicado 11 oct 2021 · 砂川 祐子

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砂川 祐子 creó una publicación,

Publicación Feedback - Ticketing system (Support)

Feature Request Summary: 

I want to prevent LightAgent from viewing the End-User List in Zendesk

Description/Use Cases: 

At our company, it's not just customer support personnel who need to see Zendesk. Engineers and remote members also need to hear from users in Zendesk. They don't have to check their personal information, they just need to check the inquiries they need.
And they don't need to be able to browse the end-user list. Being able to see the end-user list means that they can take it out, such as by shooting it on their iPhone.

One more thing, I forgot about an important use case.
Members who only write Help Center articles within Zendesk Guide do not need to be able to view the end-user list.
Is there a way to get them to draft a Help Center article without showing them the end-user list?

This puts restrictions on the use of zendesk.

Business impact of limitation or missing feature:

We can only log in to Zendesk in a limited number of places, and it's difficult to work from home.
We are the engineers and external partners must be sent to bother copying and pasting the message from Zendesk.

Other necessary information or resources:

none

 

The recent renewal of the management tab is very easy to use. 

Publicado 08 oct 2021 · 砂川 祐子

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砂川 祐子 creó una publicación,

Publicación Feedback - Ticketing system (Support)

Hi

I want zendesk to be able to set the authority of Light agents more strictly about member tab.

The reason is that our team wants to limit the members who can access personal information as much as possible.

Our team wants Light Agent to be assigned to members who only modify Help Center articles or who leave technical internal notes.They do not need to be able to view the list of end users, which is not desirable from the perspective of personal information protection.

However, at present, it is not possible to set the authority to hide the member list from the light agent, so I cannot fully utilize the functions of the light agent.

I am wondering about the below:
Ordinary agents such as "staff" can be restricted from viewing the list of user profiles. Why can't light agents do that? Isn't it the necessary authority for the light agent?

Thank you.

Publicado 08 jun 2021 · 砂川 祐子

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砂川 祐子 hizo un comentario,

ComentarioTeam members and groups

Hi

I want zendesk to be able to set the authority of Light agents more strictly.

The reason is that our team wants to limit the members who can access personal information as much as possible. Also, I want to give the light agents only the ability to write a help center.

It would be a problem for light agents to be able to see the end user's profile.

I am wondering about the below:
Ordinary agents such as "staff" can be restricted from viewing the list of user profiles. Why can't Light Agents do that?

I don't think there is a way to solve this at the moment, so I would like you to add this function.

Thank you.

 

PS

Thanks, Nicole.

I posted feedback.

https://support.zendesk.com/hc/en-us/community/posts/1260803650150-Setting-the-authority-of-Light-agents-more-strictly-about-member-tab

Ver comentario · Publicado 07 jun 2021 · 砂川 祐子

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