At the end of last week Agents started seeing an “Asset limit reached” message in Support, however in Admin assets show as available.
I’ve not been able to see a reason for this, and it means Agents can’t add or edit assets in Support.
Solved
Asset limit reached message in Support, but not in Admin
Best answer by Katya Voropaieva
Please note that managing asset permissions (including the ability to restrict who can view, edit, add, or delete records) is an admin-only feature available exclusively on Zendesk Enterprise and Enterprise Plus plans. On these plans, you can configure these granular, role-based permissions directly in the Admin Center.
- Product Manager
Hi
This should have been resolved by now. Could you please confirm whether you are still experiencing the issue?
Yep, all resolved - thanks!
Just another question, is it correct that only users with a Support role of Admin can add or edit assets?
Previously, during the BETA, users with a Support role of Agent could do this, but now they can’t. Are there plans to allow more granular control of ITAM access?
- Product Manager
- Answer
Please note that managing asset permissions (including the ability to restrict who can view, edit, add, or delete records) is an admin-only feature available exclusively on Zendesk Enterprise and Enterprise Plus plans. On these plans, you can configure these granular, role-based permissions directly in the Admin Center.
Thanks for explaining - this seems a bit too limited. Our organisation doesn’t need the features in the Enterprise or Enterprise Plus plans, but at the same time I don’t want to give all our Agent’s Admin roles in Support just so they can managed the Assets.
I think there does need to be a new built-in role to accommodate this on the lower plans.
Would this be something you would consider and be able to impliment?
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