Option to Disable Agent IM - Phản hồi / Feature Request - Deskpro Support
Option to Disable Agent IM Collecting Feedback
Our organization already has an IM platform (ex: Skype). And so the presence of an IM option in one tool such as DeskPro can be confusing for them. We would find a simple administrative option to disable agent IM (remove it from the agent portal) useful.<br />
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An alternative implementation could be to make use of agent IM a permission, and then an admin could control it by user permission group. This would allow an admin to disable it at a more granular level than global. Of course, this is more complicated to implement.<br />
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Our organization would just need the global enable/disable switch. Perhaps that is a good first step in a potential evolution to adding it as an agent permission.
Comments (3)
Michael W.
Colin Dunn
I do understand, there is an element of "best practices" here as well to implement, so you would need to train your agents to not use the IM feature - if you would rather exclusively use something like slack/hipchat/jabber for communications to centralize internal correspondence that does make sense.
I can see this being an annoyance, especially with larger helpdesks, managing a large amount of agents and do see the benefit of just a global option to disable IM to start with. We will look into this, and the possibility of later implement per agent/team permissions for access.
I can see this being an annoyance, especially with larger helpdesks, managing a large amount of agents and do see the benefit of just a global option to disable IM to start with. We will look into this, and the possibility of later implement per agent/team permissions for access.
Nicole
It would be useful to create a way to disable chat between agents
Another option would be, that agents can set their slack handle in the preferences and receive mentions as a slack direct message.