Role / Group restrictions are a Zendesk feature that is designed to allow only a subset of your agents (such as only admins or a specific Zendesk Group) to use a particular app.
Many times during the initial installation of a new app, administrators will enable the app only for a select group.
Tymeshift works best when it's enabled for all agents, because this allows you to monitor and view reports for everyone.
If Tymeshift isn't working for some of your agents, it's possible that role or group restrictions were enabled when the app was installed.
Here's how to disable role restrictions:
- Go to Admin > Manage > Tymeshift > Change Settings
- Uncheck the "Enabled" box next to Role Restrictions.
Note: Removing access to specific users by using role restrictions does not prevent that agent from accessing Tymeshift's web app. Rather, this setting only controls whether or not the Tymeshift app is visible to an agent within Zendesk. It does not not prevent the agent from accessing the Tymeshift web app. To learn how to deactivate an agent in Tymeshift check out this article.
Want to learn more? You can find out more about Role/Group Restrictions for Zendesk Apps in Zendesk's help center article.