Zendesk Identity and Access Management Policy

Please read this article for more information on how access to Zendesk is given.

Table of contents

• Purpose of identity & access management
• Who can access Zendesk as an agent?
• License cost and access retention
• Zendesk Roles
• How to request access

 

Purpose of identity & access management

The Zendesk Identity and Access Management policy applies to all employees at Kry/Livi. 

This policy deals with how to  access Zendesk, and what access can be given, and how to review that access was given correctly. 

Zendesk is used as a support tool for both external and internal end-users and can contain sensitive personal information, with patient data as the most critical one. Therefore we must ensure that data is secured and that Kry / Livi personnel that use the system have the right access to be able to perform their job.

 

Who can access Zendesk as an agent?

The primary function of Zendesk is to provide customer support to external users and Kry / Livi employees (both corporate and clinical). 

Due to the high cost of a Zendesk agent licence (see “Licence cost and access retention” below), please ensure that you need an account in order to carry out your everyday work.

Non user-support roles in Zendesk: 

If you want access to Zendesk, but will not be providing support (for example you need access to set up an integration, audit tickets, collect data, update a Help Centre), please state clearly the reason why you need access and for how long you will need it, and we will assess your request.*

To have access to Zendesk you must:

• Be an active employee, and listed on our HR system (Workday).
• Have a Zendesk support group to work in (a support group is needed for all agents, even for non support roles). 
• Have approval from your manager as listed on Workday.

 

Light Agent

There is a type of agent in Zendesk called a Light Agent, which is a free agent licence, but has many limitations. More details can be found in the “Zendesk Roles” section.

 

Licence cost and access retention

Zendesk is one of the most expensive tools used at Kry / Livi. The cost of the Zendesk agent licence is $169 per month. When you are added as a Zendesk agent this cost will be passed on to your department.

As each licence incurs a cost, we have a use it or lose it policy for Zendesk agent access. Agents who are inactive for 45 days or over will automatically have their accounts downgraded to light agent. If a light agent has not signed in for 45 days they will be downgraded to an end-user. If an agent licence is needed after this, a new request will need to be submitted.

If access to Zendesk is no longer needed, please let us know ASAP, by submitting a ticket here.

 

Zendesk roles

The role of Staff agent is the default role in Zendesk. A list of different access roles and their permissions can be found here.

Because of the sensitive nature of data held by Zendesk, if you require higher access permissions than the Staff role please state the business case in the requesting ticket. *

Only staff from the IT Productivity Applications team can have admin access.

Light Agent

Some employees may need access to Zendesk, but only to view and offer advice on some tickets. For this, we recommend the Light Agent role as it has no licence cost.

Light agents have limited permissions but can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to the ticket.

Please see the following article for an understanding of how the Light agent permissions work.

 

How to request access

Go to https://ask-it.kry.se/hc/en-us and submit an access request.

The preferred method is to have your manager make the request on behalf of the agent, however, if you do request your own access please state the name of your manager in the ticket and we will CC them in for approval.

*Please ensure your submissions includes sufficient information and context. Incomplete or vague requests will not be considered.

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