Add Zendesk Talk specific Admin Access

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25 Comentários

  • Sebastiaan Wijchers
    Community Moderator

    I agree with your suggestion, currently our supervisors have more access than they should have (ability to manage channels if I recall correct).

    2
  • Caroline Kello
    Zendesk Product Manager

    Hey Reshma and Sebastiaan,

    I wholeheartedly agree that we need to implement more granular permissions within Talk without giving away the entire set of admin permissions (maybe even introduce the concept of Talk roles), some examples being to restrict access to recordings, enable/disable access to the Talk dashboard, enable/disable the ability to change an agent's status, enable/disable the ability to view the Live calls table. This is something that is in active discussion internally.

    I'd really like to hear about what other kinds of permissions you'd like to see implemented?

    Thanks, Caroline

    1
  • Reshma Patel

    Hi Caroline, 

    I like your idea of talk roles.  I would also include enable/disable access to call monitoring/barging in.

     

    2
  • Reshma Patel

    Please let me know when this gets into beta...I would love to participate. 

    1
  • Caroline Kello
    Zendesk Product Manager

    Hi Reshma, 

    Nothing is in active development yet but I'll update this post once we have something to share :)

    1
  • Sebastiaan Wijchers
    Community Moderator

    Hello Caroline,

    You've said earlier: 

    some examples being to restrict access to recordings

    Is there any ETA when this will become available? As we have some numbers that state that the call will be recorded for training purposes, but when the recording is available to all agents, then we aren't really GDPR compliant (not compliant with current regulations either).

    With kind regards,

    Sebastiaan

     

    1
  • Caroline Kello
    Zendesk Product Manager

    Hi Sebastiaan, 

    Nothing on the roadmap at the moment around permission sets, but I'll need to double check on how this feeds into the GDPR compliance. Thanks for raising it, I'll be back.

    Cheers, Caroline

    0
  • Martin Champagne

    I have the same needs as Reshma.  I have a supervisor that I would like to be able to allow to see reporting, dashboards, barge calls, monitor calls etc..., but I don't want her to have full Zendesk Admin ability.  I have to say that it is shocking to see that Zendesk doesn't already have this functionality as it will be a common request from people running even medium sized teams.

    2
  • Mark Wiles

    I just came on board with Talk, and I'm really liking what I see so far!  Giving my contact center manager special Talk permissions was one of the first things I wanted to do.  I'd like to add my support for more granular permissions for Talk admin.  Thanks!

    1
  • Jason McCann

    +1

    1
  • Dylan Cunniffe

    Yes please! We also require more granular permissions for talk so we can give team leaders the ability to better manage their teams without granting them full admin access.

    2
  • Dave Kaminsky

    This was marked Planned, can we get an update?  

    1
  • Caroline Kello
    Zendesk Product Manager

    Hello! I realise the "Planned" label might be a bit confusing; breaking down specific agent and admin privileges is something that we want to do, but as it hasn't made it onto the roadmap just yet it might be misleading to have it labeled this way. Changing label to "Answered" and I'll be back once we've actively started scoping this work.

    Thanks, Caroline

    0
  • Meghan Howard

    +1 need this feature within ZenDesk talk -- manager role permission to listen, barge, and change availability for agents. 

    0
  • Baru Lopez

    There are admin roles for chat, and for Explore, how this would work shouldn't be a tough question. I know these components of ZD were purchased and not fully integrated, but some consistency with basic things like user roles should be expected.

    0
  • Juan Espinosa

    Any updates on this? Would like to be able to limit the number of admins on our ZD. Thanks. 

    1
  • Alexander Wirth

    +1 can't belive, a basic feature like this is missing :(.

    1
  • Michael Yinger

    Zendesk runs on AWS. I'm an AWS developer (Lambda functions, S3/RDB, Glue, etc.) so I know the AWS security model. What we are asking is not a big deal in AWS's role based security. So what gives? Why is this asking too much after two years. Call monitoring shouldn't require an admin role?

    I'm wondering if it is time to investigate AWS Connect.

    0
  • Adam Reid

    We to require more granular permissions for Zendesk Talk. Ultimately this is forcing us to look into alternative products to use like DialPad as we can control roles more granularly on their platform.

    I would love to hear of an update on this feature.

    0
  • Max McCal
    Zendesk Product Manager

    Hey, all - I'm a product manager at Zendesk working on permissions, and some of this is really interesting to us. If you'd be willing to jump on a call and discuss your needs, I'd love to speak to you. Feel free to raise your hand here and I'll reach out, or drop me a line at max at zendesk dot com.

    0
  • Michael Yinger

    Hand raised.

    0
  • Max McCal
    Zendesk Product Manager

    Hey, all - 

    If you're looking to add permissions to access the Talk Dashboard to your agents, you can. It requires Support Enterprise custom roles. You can add the permission to individual roles:

    0
  • Jason

    Yes Max, but agents are unable to Listen to a call without being an Administrator.  The ability to Listen is crucial during onboarding/training.

    0
  • Max McCal
    Zendesk Product Manager

    Thanks, Jason. No plans for that right now, but we are working broadly on a major overhaul to how permissions in Zendesk can be defined, and this will hopefully be possible down the road.

    0
  • Sezzle

    This (Jason and other's suggested) is the exact feature needed.

    A checkbox that enables "listen" and "barge" on the settings for a role. The fact that Team Leads can't listen in (and barge if necessary) during onboarding of a new agent is a huge miss. I wish in our training workflow this was allowed - or even in daily routines having a team lead for escalation who can essentially 'assume' a leg would be great.

    1

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