Who Can Access Skills Field on Zendesk Tickets?
Who can see and update the skills field on a Zendesk ticket?
By default, only administrators can see and update the skills field on a Zendesk ticket. However, you can configure these settings to allow agents to view or even update the skills field.
To change these settings, go to the Admin Center, click on Objects and rules, then select Business rules > Skills. From there, you can choose the desired visibility configuration for the skills field. Options include allowing only administrators to view and update, allowing agents to view only, or allowing both administrators and agents to view and update the skills field.
More related questions
How can I view the skills assigned to a ticket in Zendesk?
To view the skills assigned to a ticket in Zendesk, simply open the ticket in Support and locate the Skills field. This field will display the skills that have been assigned to the ticket, provided that the necessary permissions are set. By…
How do I configure the visibility of the skills field in Zendesk?
To configure the visibility of the skills field in Zendesk, navigate to the Admin Center and click on Objects and rules in the sidebar. Then, select Business rules > Skills. Click the configuration icon next to the New skill type button. In the…
Can light agents edit the skills field in Zendesk?
No, light agents cannot edit the skills field in Zendesk, regardless of the visibility settings chosen. This restriction is in place to maintain control over the skills management process. Even if the settings are adjusted to allow agents to view…
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