Need more robust permissioning

3 Commentaires

  • Nicole - Community Manager
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    Thanks for sharing your feedback, Cat. Could you provide any additional context as to when you're running into the need for these permissions and what impact having access to them would have on your business or workflow? 

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  • Cat B
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    We use Zendesk as an internal ticketing system for our HQ, so we have multiple teams living and working in one instance. Because of this, we created a 'Super User' role that has fewer permissions than an Admin but more permissions than a regular staff agent - We don't want them to have access to things that affect all teams but we also want them to be able to administrate their team's processes autonomously. However, the permission selections, in general, are super limited - it's all or nothing in many ways. Theoretically, you should have a permission, on or off, button for every single feature, then as admins, we can decide what specifically we want to dish out to these more formally trained super users. This would be a major win for clients - just another way to customize the instance even further. On top of the permissions missing that I already listed - there is no button that allows agents to edit other agent profiles; there is no button that allows for agents to edit or not edit user or org fields. For the permission People > edit, add, delete all user profiles - the only other options are 'Read Only' and 'Edit within their orgs'... but not every agent belongs to an organization and read-only is far too rigid... then deleting a user should be its own stand-alone permission. 

    I seriously could go on and on but I think I have made my point. It's an easy enhancement, opening up better permission selections.

     

     

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  • Cat B
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    There is also no permissioning for who can and cannot look at the suspended tickets view. So they can delete a ticket but cannot see and recover spam? Now the laborious responsibility falls on IT, to go through the suspended tickets of all teams manually - that is cumbersome. You should allow the ability to make suspended tickets restricted by agent group. 

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