Hi,
Is there a way me as admin to access personal views created by agents?
Is it possible to give access to views, only to specific persons not an entire group only?
Access to personal ticket Views as Admin
We have definitely felt the need to share a view with a single Agent and not a whole group. We have also found the need to exclude a certain Agent from a view (a view is shared with an entire instance, it is unreasonable to add in all the groups that need access (100+) just to exclude the group that doens't need it).
Following in case there is a workaround
@gerardo11 and @sydney12,
Checking all personal views by agents is not yet natively available. As a workaround, a List Views API call can be performed for each agents and filter the data by restriction. API token authentication can be used to avoid any issues with their personal password. I understand that this is not an efficient process. However, I'll mark this as a feedback so that everyone can also share their thoughts regarding this concern.
When sharing views, there are only three options, Everyone, Agents in specific group and Only you. There's no option to select a specific agent from a group. However, as a workaround, these agents can be designated their own group if they want to have a specific shared views.
Hi team,
With the announcement of Admin visibility to all Macros, I think this should be included on a future roadmap plan.
The List Views API call is done per Agent. For a company with a larger Agent seat count, this isn't a sustainable or scaleable process.
+1 I agree with the above comments.
An Admin should be able to natively see all agent personal macros, views etc.
+1 Admin needs to see everything
Troubleshooting with agents would be much easier, if I'd see the view they see.
+1 Admins need to be able to see everything. And I will add on to this that admins need to be able to modify everything (including personal views and macros).
If there is a macro that is causing issues with the ticket flow, we can't always wait for the agent to fix it or trust that they will fix it correctly. Ultimately it is our job as admins to ensure that what the agents are seeing is approved and their shortcuts with macros are not in conflict with the set workflow.
Additional thought I had about this today. As Admin I think we should also be able to create personal views or macros for other users.
Agree with Hannah
Voicing my strong support for adding this functionality for admins. Our use case is hundreds of agents who have had the ability to create personal views in the past, but no longer do. They retain access to these views, and as admins, we have no visibility into these views, nor can we modify/delete them. This severely limits our ability to ensure agents are taking the tickets they should be taking.
I'm also a bit confused on the workaround described here - is there a way to generate an API key on behalf of a user? If not, what is the suggested method for generating API keys for users who do not have admin access, and therefore cannot access the API page in the admin center? The help docs for generating keys state:
Generating API tokens
To generate an API token, you must be an administrator and API token access must be enabled in your account.
Hey everyone, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Admin center where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
+1 on this front. Would be good for an Admin to have this level of access, similar to the Personal Macros.
+1 on this enhancement. We as admins need to be able to see ALL views including those created by agents. We often find agents are not telling us the various issues/problems they are experiencing and create custom views to mitigate the problem instead of coming to us to resolve the issue for ALL agents. If we could see the views they were creating then we could address those issues as a team
Hi Terry,
Thanks for sharing your perspective on this enhancement. You make a great point about the importance of admins having visibility into all views, including those created by agents. Being able to see these custom views would definitely help in identifying and addressing issues more proactively as a team, rather than discovering them reactively.
This kind of transparency could improve collaboration and ensure that solutions benefit the entire support team. Hopefully, Zendesk considers this valuable request in future updates!
Thanks again for your input.
Thanks for sharing your perspective on this enhancement. You make a great point about the importance of admins having visibility into all views, including those created by agents. Being able to see these custom views would definitely help in identifying and addressing issues more proactively as a team, rather than discovering them reactively.
This kind of transparency could improve collaboration and ensure that solutions benefit the entire support team. Hopefully, Zendesk considers this valuable request in future updates!
Thanks again for your input.
+1. Would definitely appreciate this, especially for giving Light Agents personal views. If our sales reps want to see tickets from their clients only, it's easy enough to create the views in the API for them. They each have their own tags so a global view would not work and we really want to lower the barrier to entry into the platform for them, so we make it easy like ‘go here, click this’.
But once the views are created, I - and Admin - can't see, edit, or delete them. In order to do any of that, I have to use an API key with their email, but only after I upgrade their Role to Agent so they have the permission to edit/delete personal views.
So I need to build an automation to upgrade the user's role, then make a change request to a view as that user, then downgrade the user back Light Agent. It's just wonky, and I'd love for it to be easier.
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+1 Admin need see everything.
Ideally admin should be the one who is giving permissions to access the view (even if this view is only for 1 person).
We cannot create group for each agent who needs to have personal macro, at the end this will interfere our reporting in explore and we will have pure mess of data inside.