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.
Mike Mooren said:
It would be nice if you could add different areas to a role/account.
For us, a support user and supervisors should be able to see and react to tickets, but also do the following:
Create/edit help center articles
Train the chatbot
Create and edit auto replies
But should not be able to change teams, channels etc.
Would be nice if a more flexible acces rights model will be implemented.
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.
Alena I noticed you also had a wish related to user rights. I will add it to this idea and close your request.
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.
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.
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.