Access to personal ticket Views as Admin

6 コメント

  • Sydney Neubauer

    We have definitely felt the need to share a view with a single Agent and not a whole group. We have also found the need to exclude a certain Agent from a view (a view is shared with an entire instance, it is unreasonable to add in all the groups that need access (100+) just to exclude the group that doens't need it). 

    Following in case there is a workaround

  • Dane
    Zendesk Engineering

    Gerardo and Sydney Neubauer,

    Checking all personal views by agents is not yet natively available. As a workaround, a List Views API call can be performed for each agents and filter the data by restriction. API token authentication can be used to avoid any issues with their personal password. I understand that this is not an efficient process. However, I'll mark this as a feedback so that everyone can also share their thoughts regarding this concern.

    When sharing views, there are only three options, Everyone, Agents in specific group and Only you. There's no option to select a specific agent from a group. However, as a workaround, these agents can be designated their own group if they want to have a specific shared views.

  • Hannah Lucid

    Hi team,

    With the announcement of Admin visibility to all Macros, I think this should be included on a future roadmap plan. 

    The List Views API call is done per Agent. For a company with a larger Agent seat count, this isn't a sustainable or scaleable process. 

  • Tobias Hermanns

    +1 Admin need see everything to avoid Agent issues.

  • Anastasia Kachanova

    +1 Admin need see everything.

    Ideally admin should be the one who is giving permissions to access the view (even if this view is only for 1 person). 

    We cannot create group for each agent who needs to have personal macro, at the end this will interfere our reporting in explore and we will have pure mess of data inside. 

  • Atanas Tomov

    +1 I agree with the above comments. 

    An Admin should be able to natively see all agent personal macros, views etc. 



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