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Capacity Rules - Permissions for other roles

Related products:Admin center
  • July 23, 2025
  • 4 replies
  • 1 view
Kimphone

Capacity Rule permissions should be customizable to allow other roles aside from Admin to edit. This is a huge problem as a typical CRM admin would not manage capacity. We have a workforce management team that handles capacity when monitoring agents in real-time, however, not everyone needs to have an Admin role, nor do they need to do or have access to additional administration permissions within our CRM tool that is not relatable to their work functions. 

    4 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • July 24, 2025
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
     
    K
    • Kévin12
    • Newcomer
    • August 6, 2025

    Hello, 

    I completely agree with this point.
    As an administrator, I regularly receive requests from team leads to adjust agent capacity — sometimes for very short periods (e.g. just two days).

    The issue is that I'm not always aware of the specific needs of each team, which causes delays and makes the process more complicated.
    Not everyone needs full admin rights just to make this kind of change.

    It would be really helpful to have customizable permissions, so that certain roles — like team leads or supervisors — can manage capacity without having access to other sensitive CRM settings.
     

    Thanks for bringing this up — I believe many of us are facing the same situation.

    Barry Neary
    • Barry NearyProduct Manager
    • Product Manager
    • September 29, 2025
    Thank you for taking the time to provide us with this feedback! 
     
    This feature request has been accepted and is on our roadmap in 2026. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
     
    Thank you again for your feedback and for being a valuable customer with Zendesk.
      F
      • Faderera
      • October 16, 2025

      Currently, the system is limited to a small number of predefined roles. This rigidity makes it difficult to grant appropriate access to team members based on their specific responsibilities. On other platforms, we have the ability to configure much more granular permissions, and I believe implementing a similar system here would be a significant improvement.

      Here are a few key areas where more detailed permission controls are needed:

      1. Customizable Roles: The inability to create or modify roles is a major constraint. We should have the ability to define custom roles and select specific permissions for each.

      2. Granular Permissions for Reporting: A critical need is to control who can view which reports based on a hierarchy. For instance, we would like to configure roles that can:

      • View only their own individual reports.
      • View the reports of all Team Members assigned to them (for Team Leads).
      • View everyone's reports across the entire system (for Administrators or specific oversight roles).

      3. Detailed Permissions for Dispute Resolution: The process for managing disputes would be greatly improved with more specific permissions. We need the ability to control who can:

      • View and complete only their own assigned disputes.
      • View and complete disputes for their assigned team (for Team Leads).
      • View all disputes across the platform.

      In summary, moving from a few static roles to a flexible, role-based access control (RBAC) system would make the platform much more scalable and secure. It would allow us to implement the principle of least privilege, ensuring users have access only to the information and functions necessary for their roles.

      Thank you for considering this important feedback.

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