We use light agents primarily for those who do not directly provide support in Zendesk. This usually ends up being senior leadership and our C-Suite. This level of access should be able to create personal views at a minimum.
It is incredibly frustrating for senior leadership members to not have this visibility if they want it. The alternative is an admin creates a group level view for them? It is not ideal.
I like the idea Danielle's idea of Light Agents being able to make personal views only, but if that were to happen, I'd want to add that admins definitely need access to be able to see and edit other users personal views.
@Danielle Eberhardt, totally agree with you..
Agree! Need admin access to list views and possible even groups to share them with (light, agent, admin)
+1 !
I'm also really interested in this - we have a huge group on "non-request workers" that still need visibility - for instance our customer success and professional services organizations.
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Hey Danielle, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request. We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent. We will continue to look increase the granular permissions and make modifications to the default roles as well but this one is not planned right now. 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 and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member. |
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