More variety in accessibility for Users
We have had a few requests in which the need to assign specific rights to specific users. This way for example people can address the settings of certain channels, but cannot adjust the Company Profile for example.
Or people who can access and write Help Center articles, but cannot adjust any other settings for example.
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Hello,
We would like to have more access rules for all user types. exmaple for us would be the (light) users should not be able to see contacts and profiles.
Regards,
Daniel
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Lars Broer I noticed you placed this post:
A feature that would be really nice to have is the ability to check statistics of your team members that you're supervising without having the need of being an administrator. At our office, we have supervisors that are not handling tickets themselves but simply would love to see the statistics of their employees.
Maybe there's a possibility to:
- Users can see their own statistics
- A new user type that can only see the statistics of the people in certain groups
I would like to add it to this topic to get a better overview.
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Alena I noticed you also had a wish related to user rights. I will add it to this idea and close your request.
Alena said:
I have found out that our operators (supervisor rights) able to delete chats. In case of we will restrict right to a "user" - our operators won't be able to work normally.
PLEASE DISABLE ability to delete chats for everyone, except for the PRIMARY USER
Thus, I obligingly ask to add this as soon as possible.
Thank you! -
Eduard I noticed you had a post about being able to adjust Help Center articles without admin rights. As multiple people have a variety of wishes for upgraded user rights / possibilities, I would like to integratie your wish in this one, so we can see what we can combine for this.
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I also would like to have more flexibility in adding rights to people, for example WhatsApp channel.
I don't want to see that my teams see all of the WA messages, so they don't have the rights to the channel but now they can't send a Template message... And they see the SMS messages of all their colleagues because otherwise they don't have access to this functionality.
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Tim van den Dam
I saw you created a post on reporting for users and supervisors. I would like to add your feedback to this topic!
Create a KPI dashboard for "Supervisors" and "Users"
At this moment only admins can see KPI. I would like to be able to share KPI with my team.
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Tamara Berner Hi! Thanks for asking.
So we work with targets and so our users and supervisors need to be able to see how many cases they've handled in a day. Since we have 50+ users I can't be sending that data all day long every day.
This is why I've put in a request that allows users/supervisors to see KPI. Even if it would be limited to just their own KPI. In fact, preferably only their own KPI.
A dashboard would be even better, one that I can predefine and is like that every day so that everyone can see their numbers right away every day. -
Tim van den Dam Thanks for your explanation! We are currently researching the possibilities to adjust user rights and I will definitely include your feedback when looking into the possibilities.
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Dennis van Echtelt you also had a wish on more variety in user roles. Please like and follow this post so you don't miss out on any updates.
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Hello,
it would be good to allow agents to assign tickets to themselves without the supervisor doing it. As of now, we've had to provision all agent accounts as administrators in order to achieve this which is not ideal. Consider making changes to this
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Baker Ayekundira Yes this would be helpful, now I have a whole team of over 50 supervisors and 2 admins just to make things work. And then we've not even talked about KPI.
You have to be an admin to see how many cases someone has handled. Why not give Supervisors/Users access to how many cases they have personally handled? Then the Admin can see all the other stuff.
