Samantha Flaherty

We really need this setting up - I can't give out the 'Manage help centre' role option to all staff as we need agents to only see articles within their teams / shared articles. 

I mentioned several times in the beta that we need to be able to give agents access to 'manage articles' depending on their agent groups so they can generate article lists and keep on top of things. 

In the interim, a CSV download of the lists I can see would be a great help to get them started. 

The issue is that this is a workaround, whether you like to call it that or not. I have also resorted to bookmarking views as I can't use the dashboard at all (and also, I have more personal views than can fit in the Views panel). 

We use Zendesk across our entire business, so our agents and workflows vary. It's an unnecessarily difficult task to have to explain to a large number of agents that they need to ignore the dashboard and instead use a view or a bookmark, so the issue is very simple. It does have an easy to access workaround, it's more an issue with the product/UX design of the product whereby users have to manually bookmark/ignore quite a central element to the product. It's also not an intuitive workaround - as you mentioned you hadn't initially thought of it - meaning that most users that are just getting familiar with using Zendesk will naturally look to the dashboard as the place to pick up requests. 

I guess if a Zendesk account is set up in a more simple manner, this probably isn't an issue at all - which therefore highlights this as perhaps a scalability issue. 

I'd also just like to add that I've been struggling for some time with asking people to 'ignore the dashboard' and use our customised views. 

I'd question why features like Product Trays and Pathfinder (etc) are being prioritised over something absolutely fundamental? 

I love Zendesk but it is a little embarrassing to have to explain to a team of agents that they are incorrect in picking tickets up from the dashboard... I feel I can hardly criticize someone for working on the wrong ticket when they've picked it up from the most natural place. Why are we able to add fields yet not able to build this into the most fundamental workflow - I want to be able to highlight tickets but Zendesk is overriding me?

Some prioritisation on this is really required, please! 

The above tip is great, we also have an alert address setup as an end user and have placed it in an 'organisation' where you can customise settings within the organisation profile - rules for where the tickets go etc. It also makes customising the existing triggers/automations easy peasy, as you can just add an exclusion rule for 'organisation = 'XYZ'' :) 

It's important to make sure the 'alert' organisation doesn't run by email domain so it doesn't affect new users (you may need to remove this as it can auto-populate depending on how you create the org)

Hope this helps,

Sam

(added a screenshot to illustrate)

Thanks for the update Justin. 

We're in the process of adopting Zendesk fully throughout our company, so we're looking at around 19 groups over 8 departments. One of our departments needs many groups (11), as the variety of work within needs definition by groups and we use custom SLA policies. Agents tend to only be in 1 or 2 groups each, unless they need to manage the workflow of more - so it sounds like that seems to be a good practice.  

Thanks,

Sam

Hey Justin,

Did the new system work better for you in the end? I'm conscious of having too many groups and bottleneck situations so any tips would be great :)

Thanks,

Sam