How to efficiently share an agent's personal views with other agents in Zendesk

It's not uncommon for an agent without view-sharing privileges to create personal views that later need to be shared with certain agent groups or across all agents. The typical approach might involve having an agent with the necessary permissions manually recreate these views. While this could work for a single view, it often leads to errors in manual reproduction, especially when multiple views are involved. Fortunately, there’s a more efficient and accurate method available:

Step 1: Adjust agent roles

If an agent’s current role doesn’t permit sharing views, you’ll need to temporarily elevate their role:

1. Navigate to Roles setting:

   • Go to the Admin Center in Zendesk.
   • Under People, select Roles.
     
     

2. Assign a higher role:

   • Choose the agent’s role and adjust their permissions under Views permissions.
   • Ensure the role is set to Add and edit personal, group, and global views.
     
     
     
     

3. Save changes:

   • Once the role is updated, click Save to apply the changes.

Step 2: Share views

Once the agent’s role is elevated, they can now share their views with others:

1. Go to the Views setting:

   • In Zendesk, navigate to the Views section.
   • Open the view you want to share.
     
     

2. Set access permissions:

   • In the Who has access dropdown menu, select Any agent to share the view with all agents.
     
     
     
     
   • If you want to share the view with only certain agents, choose Agents in specific groups instead.
     
     
     
     
   • Repeat this process for each view you want to share.
     
     

3. Save changes:

   • Ensure that you save your settings for each view to apply the changes.

Step 3: Revert agent roles

After the views have been successfully shared, you can revert the agent to their original role:

1. Return to the Roles setting:

   • Go back to Admin Center > People > Roles.
     
     

2. Reassign original role:

   • Reassign the agent’s previous role by adjusting their permissions back to the original settings.
     
     

3. Save changes:

   • Click Save to finalize the role changes.
     
     

By following these steps, you can efficiently manage and share your Lovely Views across your team, ensuring a seamless workflow.