Lucie Procházková
Customer Support Team Lead · 201-1000
1 review written · 3.0 average
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Reviews by Lucie Procházková
★★★★★
Permissions and roles inside Zendesk are genuinely powerful, but configuring them is a slog. A year in, I still catch myself hunting through three sub-menus to adjust agent access for a single group. The logic is there, just buried.
On the upside, the admin panel gives you real control over ticket routing and view-level access, and once a configuration is dialed in, it holds. The problem is getting it dialed in. Support helped eventually, but it took two escalations to reach someone who actually understood the permissions model.
