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Alina Wright
Data ingresso 16 ott 2021
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Ultima attività 18 feb 2025
Product Manager for Roles and Permissions
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Ultima attività di Alina Wright
Alina Wright ha commentato,
Thank you so much for providing this feedback. I have captured it and will consider it for future roadmap planning.
Visualizza commento · Data ultimo post: 18 feb 2025 · Alina Wright
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Alina Wright ha commentato,
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.
Visualizza commento · Data ultimo post: 11 feb 2025 · Alina Wright
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Alina Wright ha commentato,
Visualizza commento · Data ultimo post: 03 feb 2025 · Alina Wright
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Alina Wright ha commentato,
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.
Visualizza commento · Data ultimo post: 03 feb 2025 · Alina Wright
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Alina Wright ha commentato,
Visualizza commento · Data ultimo post: 31 gen 2025 · Alina Wright
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Alina Wright ha commentato,
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
Visualizza commento · Data ultimo post: 29 gen 2025 · Alina Wright
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Alina Wright ha commentato,
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.
Visualizza commento · Data ultimo post: 28 gen 2025 · Alina Wright
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Alina Wright ha creato un articolo,
Data dell'annuncio | Data di inizio implementazione | Fine dell’implementazione |
21 gennaio 2025 | 10 febbraio 2025 | DA DEFINIRE |
Zendesk sta portando avanti l’implementazione degli spazi di reparto, un importante miglioramento per offrirti un maggiore controllo sulla tua organizzazione. Gli spazi di reparto consentono di segmentare l’accesso ai dati Zendesk in base alle divisioni interne dell’azienda. Mantieni separate le tue unità regionali, dipartimentali, del brand o aziendali con una protezione della privacy più avanzata per i dati dei ticket. Assegna ai tuoi team le funzioni rivolte all’esterno e all’interno che svolgono e mantieni i dati nelle mani giuste.
Per ulteriori informazioni su questa funzione, consulta l’annuncio originale: Annuncio Spazi reparto
Questo annuncio include i seguenti argomenti:
Cosa cambia?
A partire dal 10 febbraio 2025, Zendesk continuerà a implementare la funzione Spazi reparto. Queste informazioni riguardano solo i clienti che non hanno ancora ricevuto questa funzione.
Verifica se hai ricevuto questa funzione accedendo alla pagina Membri del team in Centro amministrativo > Persone > Team > Membri del team. Se vedi la nuova colonna Brand, significa che questa funzione è già attiva e puoi ignorare questo annuncio. Se non vedi la colonna Brand, questo annuncio si applica al tuo account.
Quando verrà introdotta questa modifica?
L’implementazione verrà gestita per pod. Attualmente, i seguenti pod non dispongono degli spazi di reparto: Pod 17, 18, 19, 31, 20, 23, 27, 28 e 29.
Di seguito il programma di implementazione:
- Pod 13: 10 febbraio 2025
- Pod 17: DA DEFINIRE
- Pod 18: DA DEFINIRE
- Pod 19: DA DEFINIRE
- Pod 31: DA DEFINIRE
- Pod 20: DA DEFINIRE
- Pod 23: DA DEFINIRE
- Pod 27: DA DEFINIRE
- Pod 28: DA DEFINIRE
- Pod 29: DA DEFINIRE
Per sapere in quale pod ti trovi per monitorare l’appartenenza degli agenti, consulta Come faccio a sapere in quale pod mi trovo?
Che cosa devo fare?
Non è necessaria alcuna azione da parte tua. Se non disponi già degli spazi di reparto, questi ultimi verranno implementati automaticamente nel tuo account in base alla programmazione riportata sopra.
Per lasciare un feedback o per eventuali domande in merito a questo annuncio, visita il forum della community, dove vengono raccolti e gestiti i feedback dei clienti sui prodotti. Per ricevere assistenza generica con i prodotti Zendesk, contatta l’assistenza clienti Zendesk.
Data ultima modifica: 20 feb 2025 · Alina Wright
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Alina Wright ha commentato,
prakash.sati - we will resume roll out next week with an end date of end of February.
Visualizza commento · Data ultimo post: 08 gen 2025 · Alina Wright
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Alina Wright ha commentato,
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?
Visualizza commento · Data ultimo post: 08 gen 2025 · Alina Wright
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