Team Members Page Groups Management
The Team Members Page on Admin Center>People>Team>Team Members is not user friendly.
The options for team members are split between the Team Members Page and some hidden Customer page in Support that you can only access by having to discover the ellipsis at the far right of the team member row and clicking it to see that it says "Manage in Support". To change a Team Member's group and role, you must find this hidden customer page. Its like Zendesk doesn't want you to find where to do this.
There is no clear way to get to a Team Members' "Customer" page from the Support pages, as when a "Customer/End User" is promoted or a new team member is created, they are hidden from the Customer page view search.
A couple of different possibilities to fix our UX as admins.
- Add the Role and Group functions to the Team Members Page on Admin Center and as a field
- Add a button on the Team Members Page on Admin Center next to each user that says something like "Manage Group/Role" that opens to that hidden customer page
- Add a button on the Customer page in Support that says "Team Members" to show a view like Customers but shows only Team Members and the group/role they have assigned
Any of these would be better than the current process.
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Hi there Trae,
Thank you, this is excellent feedback; I have noted it and will share it with the team. Adding groups to our team member pages in Admin Center (and improving that overall flow) is one of our near-term roadmap items, so we hear you and are on it.If you're feeling generous with your time, could you share more about your team management workflow? e.g. how often are you changing team members groups? How do you typically get team members into Zendesk?
And thank you again; detailed feedback like this is one of the ways we prioritise features and changes to our roadmap.
- Tess -
I'd like to add my plus one here. Everything related to user management should be on the same page. All the options that are on the user's page in Support should exist in the user's page on the admin center.
We use SSO to log in to Zendesk from our internal Marketplace. So nearly all of the time, when I need to create an agent, they already exist as an end user. Ideally, if I search for a team member by email and that email belongs to an end user, I should be able to see their user profile (or a part of it, like name, email, and org) with the option to upgrade that user.
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