Add Zendesk Talk specific Admin Access
RespondidaI need the ability to give team leads or managers access to the Zendesk talk dashboard and be able to update the status of their agents -- sign them off if they forget to leave for the day. They should also have access to monitor calls, and barge in. I do not want to give them full Admin privileges as they should not modify the Zendesk configuration and workflows. Please create a role or additional permissions that would allow me to give certain staff role members the ability to be a Zendesk Talk admin.
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I agree with your suggestion, currently our supervisors have more access than they should have (ability to manage channels if I recall correct).
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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
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Hi Caroline,
I like your idea of talk roles. I would also include enable/disable access to call monitoring/barging in.
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Please let me know when this gets into beta...I would love to participate.
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Hi Reshma,
Nothing is in active development yet but I'll update this post once we have something to share :)
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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
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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
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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.
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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!
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+1
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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.
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This was marked Planned, can we get an update?
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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
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+1 need this feature within ZenDesk talk -- manager role permission to listen, barge, and change availability for agents.
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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.
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Any updates on this? Would like to be able to limit the number of admins on our ZD. Thanks.
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+1 can't belive, a basic feature like this is missing :(.
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This is a must for our company as well.
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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.
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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.
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