After you'veenabled and configured Talk, you need to give your agents access. On non-Enterprise plans, admins and agents with permission can configure three levels of access for Talk agents, or can disable access to Talk so that the agent cannot use it. On Enterprise plans, you can use custom roles to configure access to Talk and the Talk dashboard;
Giving access to Talk (non-Enterprise plans)
If you're not using an Enterprise plan, you configure access to Talk from theTeam memberspage in Admin Center.
To manage access to Talk (non-enterprise plans)
- InAdmin Center, clickPeoplein the sidebar, then selectTeam > Team members.
- On theTeam memberspage, click the user you want to grant access to Talk. The user you choose must have theUser typeofStaff member.Note:Currently, you can manage Talk access for one user at a time.
- In theTalksection of the page, enable theAccesscheckbox. If you don't enable this checkbox, the user cannot access Talk.Tip:By default, the checkbox is not selected and users won't have access to Talk.
- From theRoledropdown, choose one of the following Talk roles for this agent:
- Admin:An admin can manage all Talk settings found in Admin Center underChannels>Talk, but cannot make or receive calls.
- Team lead:A team lead is a Talk admin who can also make or receive calls.
- Agent:The agent will be the role you'll typically give. Agents can make or receive calls only.
The Talk Admin role does not consume a seat when used in conjunction with a free Support seat such as Contributor or Light agent.
- When you are finished, clickSave.
The agent now has access to Talk with the permissions you configured.
Giving access to Talk (Enterprise plans)
If you're on an Enterprise plan, you can usecustom rolesto more efficiently configure access to Talk settings and theTalk dashboard. Admins can manage Talk settings and view the dashboard, regardless of their Talk role.
To manage access to Talk (Enterprise plans)
- InAdmin Center, clickPeoplein the sidebar, then selectTeam > Roles.
- Hover over the role for which you want to configure Talk access, click the option menu icon () and select编辑.
A detailed view of the custom role's settings is displayed. A list of users assigned to the role is also visible in a panel on the right.
- 根据需要配置以下设置:
- Manage channels and extensions:Turn on this setting to let users assigned to this rolemanage Talk settings.
- View Talk dashboard:Turn on this setting to let users assigned to this role view theTalk dashboard.
- When you're finished, clickSave.
Now, any users assigned to the role you configured can access Talk settings and the Talk dashboard.
16 Comments
Hey Zendeskteam,
iam not sure if this is the right way to ask
we are facing the issue for some User that permissions to Talk (Agent) get lost in the Admincenter for unclear reason.
That means the Talkfunktion is not given for the Agent anymore and have to setup again manually in the Admincenter. It happen just to 4 Users out off ~40 in not regulary intvals.
iam pretty sure we are not running out off licences but may there is a Overview showing me available/in use licences.
thanks for your Help
Hi,
I don't see "Save" button after I make changes.
I just submitted a support ticket for this. My agents and I no longer have the Talk icons in the Support suite and this is not the first time this has happened. Previously we just reconfigured everything, logged out, cleared cache & cookies, and it showed up eventually. This time I'm not going through that effort, the agents all have either Team Lead or Agent roles and noone has Talk options available in Support. Not sure if something changed recently.
Is there a way to enable talk as an Admin? I need to be able to take or make calls while also having the Admin access on our Zendesk account.
In the Suite professional, Talk agents can also access the dashboard. Can we somehow disable this?
HiAnton Verhelst-
You should be able to toggle this access from your user roles section.
The last toggle box under Analytics offers the ability to view the Talk dashboard.
Hope this helps!
Brandon
Brandon TiddThere are no User roles in Suite professional. Any idea where we can remove acces there?
Ahh yes, apologies as it does appear that is anenterprise onlyfeature.
My suggestion would be to post this as a suggestion asproduct feedbackoutlining your need to restrict agents from viewing the Talk dashboard.
It doesn't look like anyone answeredNichole Harrop. Can you explain why a Talk admin can't make or receive calls? I am an admin who does occasionally call customers. I guess for now I'll just toggle permissions but this just seems a bit odd. Thanks for your consideration on this!
HiNichole Harrop&Jeremy Watkin!
If you want to have Talk admin access while also being able to make or receive calls, set yourself as Team Leader – as the above article says:
Thank you for the clarity,@...! I think my natural inclination when managing my permissions was to just make myself an admin on everything. Glad you've taken the time to define what each of the levels means.
Hello! I can active using API endpoint?
Edivar aqui do time Premier.
Vejo que possui duvidas referente a configuraçao do Talk. Se possivel, poderia me enviar maiores detalhes sobre o que está buscando para que possa tentar ajuda-lo, por favor?
Com os melhores cumprimentos.
OláEdivar Santos, tudo bem?
Gostaria de entender se consigo ativar/desativar o talk (e o chat também) via API, para automatizar a função com a integração do Support existente para o AD.
Hoje para que nossos agentes possam receber ligações e chats, é necessária essa configuração manual.
Att.
Edivar aqui do time de Suporte Premier.
Estou passando para saber se ainda necessita de assistência quanto a configuração do Talk.
Por favor entre em contato com maiores detalhes e então poderemos prosseguir com o caso.
Fico no seu aguardo. Com os melhores cumprimentos.
Pleasesign into leave a comment.