How do I upgrade an end-user to agent?
If you have an extra seat for your new user, you can then search for the end-user in your account by either:
Option 1: Typing in the email address or name in the search bar at the top and find the person under 'Users' tab
Option 2: By going to Admin> Manage> People and search your user there, then click 'edit' next to the person.
Once you are in the user profile, you can click on the Role dropdown on the left sidebar and choose the role you wish to set.
Please note that if the end-user is already logged in, a refresh of the page will be necessary to see the changes. The new agent can then login by going to subdomain.zendesk.com/agent .