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Alina Wright

Entrou em 16 de out. de 2021

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Última atividade em 18 de fev. de 2025

Zendesk Product Manager

Product Manager for Roles and Permissions

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Atividade mais recente por Alina Wright

Alina Wright comentou,

Comentário na comunidade Feedback - Admin Center

Thank you so much for providing this feedback. I have captured it and will consider it for future roadmap planning. 

Exibir comentário · Publicado 18 de fev. de 2025 · Alina Wright

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Alina Wright comentou,

ComentárioTeam members and groups

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.


 

Exibir comentário · Publicado 11 de fev. de 2025 · Alina Wright

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Alina Wright comentou,

Comentário na comunidade Feedback - Ticketing system (Support)
Hi Scott, I'm not disregarding this feedback. We get thousands of requests for feature upgrades and we can't commit to all of it. I've submitted it to our internal system so I can better track it for priority. 

Exibir comentário · Publicado 03 de fev. de 2025 · Alina Wright

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Alina Wright comentou,

Comentário na comunidade Feedback - Ticketing system (Support)
Hey Steven, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. 
 
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.

Exibir comentário · Publicado 03 de fev. de 2025 · Alina Wright

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Alina Wright comentou,

Comentário na comunidade Feedback - Ticketing system (Support)
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.

Exibir comentário · Publicado 31 de jan. de 2025 · Alina Wright

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Alina Wright comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

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

Exibir comentário · Publicado 29 de jan. de 2025 · Alina Wright

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Alina Wright comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)
Hi all, PM for roles and permissions here. Can you help me better understand, is the fact the external ID is the unique identifier here the issue or more so the email? 
 
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. 

Exibir comentário · Publicado 28 de jan. de 2025 · Alina Wright

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Alina Wright criou um artigo,

ArtigoNovidades
Data do anúncio Início da implementação Fim da implementação
21 de janeiro de 2025 10 de fevereiro de 2025 ASD (A SER DEFINIDO)

A Zendesk está continuando a implementação dos espaços de departamento, uma grande melhoria para oferecer a você maior controle sobre sua organização. Os espaços de departamento permitem segmentar o acesso aos dados do Zendesk de acordo com as divisões internas da empresa. Mantenha suas unidades regionais, departamentais, de marca ou de negócios separadas com proteções de privacidade mais fortes nos dados do ticket. Atribua às suas equipes as funções externas e internas que atendem e mantenha os dados nas mãos certas.

Para obter mais informações sobre esse recurso, consulte o anúncio original: Anúncio sobre Espaços de departamento.

Este anúncio inclui os seguintes tópicos:

O que mudará?

A partir de 10 de fevereiro de 2025, a Zendesk continuará implementando o recurso de espaços de departamento. Essas informações se aplicam apenas aos clientes que ainda não receberam esse recurso.

Verifique se você recebeu esse recurso acessando a página Membros da equipe em Central de administração > Pessoas > Equipe > Membros da equipe. Se você vir uma nova coluna Marcas, significa que esse recurso está ativado e você pode ignorar este anúncio. Se você não vir uma coluna Marcas, este anúncio se aplica à sua conta.

Por que a Zendesk está fazendo essa alteração?

A implementação será feita por pod. Atualmente, os seguintes pods não têm espaços de departamento: Pod 17, 18, 19, 31, 20, 23, 27, 28 e 29.

Veja a seguir a programação de implementação:

  • Pod 13: 10 de fevereiro de 2025
  • Pod 17: ASD (A SER DEFINIDO)
  • Pod 18: ASD (A SER DEFINIDO)
  • Pod 19: ASD (A SER DEFINIDO)
  • Pod 31: ASD (A SER DEFINIDO)
  • Pod 20: ASD (A SER DEFINIDO)
  • Pod 23: ASD (A SER DEFINIDO)
  • Pod 27: ASD (A SER DEFINIDO)
  • Pod 28: ASD (A SER DEFINIDO)
  • Pod 29: ASD (A SER DEFINIDO)

Para saber em qual pod você está para monitorar a associação de agentes, consulte Como descubro em qual pod estou?

O que devo fazer?

Nenhuma ação é necessária. Se você ainda não tem espaços de departamento, eles serão implementados automaticamente em sua conta de acordo com a programação acima.

Em caso de dúvidas ou comentários a respeito deste anúncio, visite nosso fórum da comunidade, onde coletamos e gerenciamos o feedback dos clientes sobre os produtos. Para obter assistência geral com seus produtos Zendesk, entre em contato com o Suporte ao cliente Zendesk.

Editado 20 de fev. de 2025 · Alina Wright

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Alina Wright comentou,

ComentárioTeam members and groups

prakash.sati - we will resume roll out next week with an end date of end of February. 

Exibir comentário · Publicado 08 de jan. de 2025 · Alina Wright

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Alina Wright comentou,

ComentárioTeam members and groups

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?

Exibir comentário · Publicado 08 de jan. de 2025 · Alina Wright

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