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Answered

How do I limit support agents to a specific forum?

FanZone 3 years ago in Usability & Interface • updated by Vladimir Mullagaliyev (co-founder) 3 years ago 5

I'd like to give one of my support agents access to a specific chat for a specific event.

I couldn't find in the settings how to do that.

I want to make sure that agent can answer questiosn in regards to that event and that event alone. I don't want her to have to see other events that are irrelevant to the role.

Please help, thanks.

Answer

Answer
Under review

Hello,

We don't have an access role by event.

Could you please explain your request more? Maybe some example of event? It will help us decide if we can implement this feature.

BAD, I'M UNSATISFIED

Actually, it's not that bad - it's just not good, and there isn't an option of something in the middle.

And there should be an option. Cause while you were kind enough to answer promptly, you didn't have a solution for me, and the idea you added doesn't seem similar to what I asked.

I just wanted to be able to set specific events for my support agents to support. I don't want them going around answering questions about events they are not familiar with.

But I do have another idea, which is to put a better scale for rating you service :)

Thanks!

Satisfaction mark by FanZone 3 years ago
Answer
Under review

Hello,

We don't have an access role by event.

Could you please explain your request more? Maybe some example of event? It will help us decide if we can implement this feature.

Thanks for getting back to me, let me try and elaborate:

Our company uses UE to support fans who go to specific music and sports events.

As a support agent, I can choose which events I see in my interface and which I don't.

For example, I can choose to see only sports events, and remove myself from the music events.

But what if I want to give one of our team members access to UE but only to sports events?

How can I set it that they only see the event numbers I have chosen for them, and that they will be unable to use the dropdown to choose any other event?

Seems like your event is a forum right now.

You can provide an access rights to the forum if the forum is private only.

If this is a public forum it doesn't make sense to limit agent's access rights if everybody else see this forum.

We are sorry, but unfortunately you cannot limit it right now. You have 7 support agents. Maybe you can just talk with them and explain what parts they should be responsible. They can select that "events" only on their interface and save as a filter.

The forum may be public, but the option to answer as Admin isn't...

Thank you for clarifying this feature is currently unsupported. Do let me know if you start supporting it in the future.

Answered

Sure,

We've create a new Idea on behalf of you.

https://feedback.userecho.com/topics/7959-support-agents-access-to-the-public-forum/

So, seems like it's a good idea and we will do it.