Removing Agent's personal Views

Welcome to the Community, Tony!

I'm afraid there's no easy way to remove an agent's personal views. The simplest way to handle this would be to ask your agents to delete their personal views. You might also be able to manage something using the API; if that's a route you're interested in going I'd encourage you to check out our API forum for help!

That's what I was afraid of - thank you for the quick follow-up!

- Tony

No problem! Let us know if you have other questions. :)

This would make a good feature request, I find it a pain that I cannot access the personal views and macros that an agent has created.  Would be helpful to be able to elevate good macros or view to global.

Agreed. Admin needs access to all.

Hey guys!

I can't believe I forgot to check Product Feedback for a suggestion like this yesterday. BUT, I checked this morning, and I did find one. It's a little bit old and hasn't been super active; nevertheless, I'd really encourage you guys to head over there to share your detailed use cases on this. I can definitely understand why admins would want some more powerful tools for moderating what agents are up to.

You can find the post here: Disabling personal views for agents.

@Tony

There is a way for an admin to assume the identity of their users, if you don't have too many agents, this may be the easiest way for you to get the job done.

What you'd do is

1. Go to yourdomain.zendesk.com/users (remember to change yourdomain to your actual domain)
2. Search for the agent who's identity you want to assume
3. To the right most side of their name you should see the text assume, click it
4.  You are now probably redirected to the Help Center, so select Zendesk Support from the Zendesk Products button (Four squares in upper right corner)
5. You are now essentially logged in as this user and able to make changes to their personal views.

To return to normal (either to repeat the above steps or just become you again):

Go to yourdomain.zendesk.com/users/revert

Hope that helps.

Disclaimer: This is probably not an officially supported feature and might be removed at some point.

Hey Jacob, I appreciate the advice as that does seem to be the most direct way to get this done. I've actually got a large number of Agents though, so it would be quite time-consuming to assume each of them individually.

Hi all - 

Product is looking into what they can do to improve views, and they have some specific questions about use cases and problem statements. Go share your experiences! 

Community Discussion: How do you use Views?

@Jacob

The assume agent hack as described above was working for me a couple of weeks ago. I am not able to get the assume text to show up anywhere around the agent's anme after they come up in the search results.

Could you confirm if this is still working as mentioned by you.

Thanks

Abhishek

Hey Jacob,

Looks like I didn't look around enough. I have the assume text showing up now. :-)

-Abhishek

Glad to hear it Abhishek!