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Alina Wright

已加入2021年10月16日

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最后活动2025年2月18日

Zendesk Product Manager

Product Manager for Roles and Permissions

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的最新活动 Alina Wright

Alina Wright 进行了评论,

社区评论 Feedback - Admin Center

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

查看评论 · 已于 2025年2月18日 发布 · Alina Wright

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Alina Wright 进行了评论,

评论Team 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.


 

查看评论 · 已于 2025年2月11日 发布 · Alina Wright

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Alina Wright 进行了评论,

社区评论 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. 

查看评论 · 已于 2025年2月03日 发布 · Alina Wright

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Alina Wright 进行了评论,

社区评论 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.

查看评论 · 已于 2025年2月03日 发布 · Alina Wright

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Alina Wright 进行了评论,

社区评论 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.

查看评论 · 已于 2025年1月31日 发布 · Alina Wright

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Alina Wright 进行了评论,

社区评论 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

查看评论 · 已于 2025年1月29日 发布 · Alina Wright

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Alina Wright 进行了评论,

社区评论 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. 

查看评论 · 已于 2025年1月28日 发布 · Alina Wright

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Alina Wright 创建了一篇文章,

文章公告
宣布日期 开始推行 结束推行
2025 年 1 月 21 日 2025 年 2 月 10 日 待定

Zendesk 将继续推广部门空间,这是一项重大增强功能,旨在让您更好地自主管控组织。部门空间允许您按公司内部部门划分对 Zendesk 数据的访问权限。运用针对工单数据的更强隐私保护,将您的区域、部门、品牌或业务部门区分开来。将团队分配到他们所服务的面向外部和面向内部的职能,并将数据掌握在合适的人手中。

有关此功能的更多信息,请参阅原公告:宣布部门空间

此公告包括以下主题:

有什么变化?

自 2025 年 2 月 10 日起,Zendesk 将继续推广部门空间功能。此信息仅适用于尚未接收此功能的客户。

前往团队成员页面 ,检查您是否已接收此功能,路径是管理中心 > 人员 > 团队 > 团队成员。如您发现新增了品牌栏,则表明您已开启此功能,请忽略本公告。如未显示品牌栏,则此公告适用于您的帐户。

Zendesk 为何作出这项更改?

推行计划将由 pod 完成。目前,这些 Pod 没有部门空间:Pod 17、18、19、31、20、23、27、28 和 29。

推行计划安排如下:

  • Pod 13:2025 年 2 月 10 日
  • Pod 17:待定
  • Pod 18:待定
  • Pod 19:待定
  • Pod 31:待定
  • Pod 20:待定
  • Pod 23:待定
  • Pod 27:待定
  • Pod 28:待定
  • Pod 29:待定

如需了解您在使用哪个 Pod 以追踪专员成员身份,请参阅如何了解我在使用哪个 Pod?

我需要做些什么?

无需任何操作。如果您还没有部门空间,部门空间会按照以上日程计划自动部署到您的帐户。

如果您对此公告有任何反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

已于 2025年2月20日 编辑 · Alina Wright

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Alina Wright 进行了评论,

评论Team members and groups

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

查看评论 · 已于 2025年1月08日 发布 · Alina Wright

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Alina Wright 进行了评论,

评论Team 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?

查看评论 · 已于 2025年1月08日 发布 · Alina Wright

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