byron-sterk-185700-1

Agent Permissions allow Admins greater control over what functions Agents can access.

Imagine if an Agent accidentally publishes an FAQ article which is meant for internal purposes only, or includes invalid instructions on an article your end-user can see. What if an Agent accidentally sends an incorrect bulk Reply & Resolve to 10,000 Issues? Those are serious errors resulting in unnecessary friction within your support organization and your user base. This update prevents that problem.

To ensure this doesn’t happen to you, we’ve released “Configurable Agent Permissions”. This will now allow Admins to set permissions for the following:

  1. Write access to FAQs: New Agents will have only read access to FAQs by default.
  2. Bulk Edit: The agents will have bulk edit enabled by default

How to Set Permissions:

You will now find a new page for “Permissions” visible under the Settings tab under Organization:

setpermissions

Here you will be able to customize your Agent Permissions:

  • Can edit FAQs? YES or NO
    • Yes: Agents can read and edit FAQs
    • No: Agents can read FAQs only
  • Allow bulk-edit of Issues YES or NO
    • Yes: Agents can perform bulk-edits on Issues
    • No: Agents cannot perform bulk-edits on Issues

Please note that by configuring permissions, you are editing for ALL Agents on your team.

Customize Edit FAQ access for Agents

Screen Shot 2015-09-02 at 5.09.52 PM

If you’ve Configured your FAQ Permissions so your Agents CANNOT Edit FAQs, your Agents FAQ page will display as so:

  • Agents will not be able to add, edit, or delete new and existing FAQs/Sections
  • Agents will be unable to reorder FAQs/Sections
  • Agents will be unable to view the option to ‘Update FAQs via CSV or html’

Screen Shot 2015-09-04 at 9.08.50 AM

Other Items to Note:

  • In order to view the entire FAQ article, an Agent will need to click on ‘Preview’
  • In order to view the FAQ translations, an Agent will need to switch the language at the top

Customize bulk-edit access for Agents

Screen Shot 2015-09-02 at 5.10.13 PM
If you’ve Configured your Bulk-Edit Issue Permissions so your Agents CANNOT perform bulk-edits, your Agent’s view will display as so:
Screen Shot 2015-09-04 at 9.10.46 AM

Conclusion:

Admins can begin configuring Agent Permissions today! Just proceed to the Permissions page located under the Settings Tab in your Dashboard. If you need any assistance, please contact success@helpshift.com.

Published September 4, 2015
block background image