Hey Mikkel - Net Promoter Access Requiring Admin Role is BAD
Hello Zendesk people and MIkkel,
The current implementation of NPS requires giving a Team Member admin so they can view an open NPS survey in real time. This is very short sited implementation and creates less secure Zendesk instances. In the ideal state, the NPS (Net Promoter Score) functions of Zendesk would have the below capabilities;
- Read-Only Access to Open or Active NPS Surveys can be assigned to any custom role
- Read-Write Access for NPS can be granted to any Role
- The live or active NPS survey can be accessed from a Tab on the Agent Home page, between the Dashboard tab and the Explore Zendesk Support Tab
- There should be a method of connecting Zendesk and services like Slack (real-time communication), Grafana (real-time data visualiation, so live updates on results can be posted to teams, departments, and company-wide channels.
MIkkel,
You are an executive, do you want to have Admin just to see you NPS score? The better experience for executives is to give them a centralized Dashboard or HUD, so they can set the companies course by metrics, telemetry, and meaningful information. If an executive can have a centralized place to measure health, you must give it to them to improve the value they receive and perceive from the adoption of Zendesk.
-Dave K.
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Hi Dave,
To provide some background, the reason NPS functions the way it does currently has to do with how that tool has evolved over time; when we created the integration, it required access to customer data, so we excluded regular agents as they might be restricted and also to assure administrative control over the creation and sending therein.
Then, it was added as a feature add-in for Professional accounts, one that worked in conjunction with customer lists, so it also inherited those limitations in permissions.
Enhancement requests for this feature set are fairly rare. I’ll certainly make sure that the Support product team receives your feedback, but do want to be transparent that there are no significant changes to the NPS survey on the roadmap for 2019.
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Nicole,
Thank you for your response and my apologies for the delay in responding to you. I am highly alarmed that seems to be little thought as to who actually needs admin or why. We as the customers should be able to define roles that are able to run reports, get NPS scores, set talk agents to offline or online without the need for Admin privileges.
I am sad to see that there is no roadmap item or traction in improving the permissions model or ability to create roles that actually meet normal business needs.
Please feel free to reach out to me directly or here in the community if there are any signs of improvements coming to roles and permissions model.
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Hey Dave -
There's lots of thought that goes into user roles, but changing them involves a number of challenges. User roles impact many parts of the system's logic - it's not something the team can just change without changing several of the areas the role permissions touch.
To give some visibility into process, roadmaps are developed ~12 months in advance, so a suggestion from a couple of months ago would not even have made it into the prioritization process yet. That's not to mention that, before we would consider bumping any currently prioritized projects in order to free up resources for a new one, we would need to see a highly business-critical need expressed from a significant number of users.
It's not that we don't care about things like NPS, it's just that there are a number of other things the engineering teams are working on at the moment that we can't derail in order to work on this at this point in time. Product development is a constant and never-ending process of ruthless prioritization, and we simply have not seen needs like this expressed enough to push this one up the list.
It is something we may look into in the future if we hear similar needs expressed from other users. We'll continue to collect votes and comments to gauge interest and need.
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