Understanding Zendesk Support user roles

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32 Comments

  • Erik Bouchard
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    Could this please be updated to include Advisor, Staff and Team Lead which additional user roles available in the current product? -- Scratch this, I found it in the Enterprise Level "custom agent roles"

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  • Ryan Campbell
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    Someone should really do an editorial review on a few of these sentences: 

    "In a closed (what?), you add the end-users. In an open (what?), you csn either add users yourself or end-users can add themselves by submitting tickets. If end-users can add themselves, you can either require them to register or not. you (capitalize) can add users yourself and end-users can add themselves by submitting tickets.

    In a closed (extra space here), all end-users must be registered of course."

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  • Neman Syed
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    Thanks again. I didn't see it because I hadn't tested. I had hadn't tested because it seems org-wide and I only wanted to change it for a specific person. I suspect after this change is in place, then I might be able to set it on a per-end user basis.

    When I changed it, it took a few moments to take effect. It was confusing as it kept resetting itself from ...and add comments back to ...but not add comments. Now it's set, which is good. I still don't know what that means org-wide yet.

    At the user level, there's still no clear way to let the desired user contribute to the tickets from their peers:

    1. What have I done?
    2. How do I get to my end goal?
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  • Jessie Schutz
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    Hey Ron!

    That capability is actually managed by going to your settings menu, and under People, selecting Roles.

    For each agent role that should be able to create End Users, click Edit and in the People section select the appropriate permissions from the What access does this agent have to end-user profiles? dropdown menu. Then click Update role.

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  • Nicole - Community Manager
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    Hey Shannon - 

    Thanks for sharing your thoughts. Jessie responded to all of your comments on this thread

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  • Steve Morrell
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    Hi everyone,

    Is is possible to query the permissions in Admin>Manage>People>Organization>(org name) ?

    I need to make sure that all orgs have at least one person that can see everything. So 

    • What orgs are set to all visibility
    • For those that have restricted visibility, is there one user that can see everything?

    Regards,

    Steve

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  • Brett - Community Manager
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    Hey Neman,

    The second level option becomes available once you set the first option to can view all orgs tickets. If you select that option do you then see the second option?

    Let me konw!

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  • Nicole - Community Manager
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    Hi Fred - 

    We can't speak to the current roadmap (it's not something we share publicly in the Help Center) but I'd encourage you to share your thoughts in the Support Product Feedback topic in the Community. In case you've never posted there before, here are our tips on how to write an effective feedback post

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  • Jessie Schutz
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    Hey Ruth!

    The common signature can't be broken down by agent role or group, so if there's specific information that certain agents should have in their signature it would have to be added to their personal signature.

    You can use both the universal and personal signatures at the same time; you can find details here: Adding an agent signature to ticket email notifications.

    This allows you to add the stuff everyone should have in the settings for the common signature, and then your agents can go in and add the more specific stuff on their own. I'd suggest an email with specific text, already formatted, that they can just copy/paste.

    Hope that helps!

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  • Neman Syed
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    Thanks Brett. I see the first level option ("Can view all org tickets") but there's no second level option. (True for both the org and any given user.) What's my best option to get some help from one of your support agents?

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  • saurabh
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    Hi, my agents are not able to add new end users as they are not seeing any option to add user under New tab.

    Anyone else faced this issue?

    we are at present using the team plan.

    Regards,

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  • Ron McClung
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    I have the professional version and my agents can not create End Users.  Is that only in Enterprise?

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  • Eric Logeson
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    Can admins create macros for all agents to use?

     

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  • Jennifer Rowe
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    It looks like "Support instance" dropped out in several places. We'll get it fixed!

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  • Jessie Schutz
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    Hi Charles!

    Personal macros are only visible to the user who created them.

    Please let me know if you have any other questions!

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  • Devan
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    Hello Jesse Medina,

    Setting up an Agent Role like that is not possible in the base product. I would recommend utilizing a custom role to facilitate your request. I've linked an article below on how to set this up in your Support instance.

    Creating custom roles and assigning agents

    Best regards. 

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  • Prijector Support
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    Hi Jessie,
    I have many agents who need to take up the support issues, how can I configure or assign individual IDs to each agent so that they all can log-in to our zopim chat simultaneously? ( Of-course, after I purchase a multiple agent zendesk account)

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  • Gail L
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    Hi Valentina,

    The organization permissions are actually a separate user permission from overall roles, and managed in the settings for that organization or in the user's profile individually.

    If you want all members of an organization to be able to view the tickets, but not be able to comment go to the organization and enable the "Can view all org tickets" option there. When that is on a second option appears that allows you to set whether members of that organization can comment on all those tickets or not. 

    End-users with view only access to other members of their organizations tickets won't be able to modify them, but that wouldn't prevent them from adding their own new ticket. Here's the link with more information about shared organizations

    Zendesk has an add-on called collaboration that I think is what you're referring to when you ask about the roles for that. The collaboration add-on includes a role option called "Light Agent" that is designed for users who only need to be able to login to view tickets and make internal comments, but don't interact with customers. Light agents are able to create tickets for users, but have very limited abilities to update the tickets after they're created. There are more details about that role here.

    For what you're describing I think just managing the organization settings will work for you to give users the access you want :)

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  • Charles Magnuson
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    As an administrator or account owner, is it possible for me to view my agents' personal macros?

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  • Nicole - Community Manager
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    Thanks, Ryan, We've flagged this for our documentation team. 

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  • Valentina Cirilli
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    Hi.

    I've seen there's an option to allow our customers within an organization to view tickets from other users in their organization "Can view all org tickets".

    I want these people only to see tickets and don't have access to other functionalities as "add ticket" or "modify tickets".

    I've heard this is possible

    1. What is the name of this user role, so I know what to search for?
    2. Can I assign a customer to that user role?
    3. What's is the role "collaborator"?

    Thanks!

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  • Dan Lanir
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    Originally in your post on Dec 2, 2014, you stated that by default, Light Agents do not have access to edit or modify anything in the Help Center and that I would need to edit that role. In the later posts you say that we cannot edit that part of the role. So is the conclusion that there is no way for a light agent to edit help center content?

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  • Nicole - Community Manager
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    Hey Eric - 

    Yes, admins can create macros to be shared with their agents. The info on how to do that can be found in this article:  Creating macros for tickets

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  • Jessie Schutz
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    Hi Dan! Sorry for the delay. I've edited my initial comment to reflect the correct information on this. You are correct: Light Agents are not able to edit Help Center content.

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  • Ruth Frantz
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    Hi! I am using the universal signature under the agents tab. I have a few different agents, but I want to be able to use the universal form. How can I make sure that agents with different roles have different signatures without having to do every agent manually from their profile?

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  • Elissa
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    Hello Steve Morrell,

     

    You can use the API to pull this information on your Organizations. The organizations endpoint (found here https://developer.zendesk.com/rest_api/docs/support/organizations) has a couple attributes that should help with your first question:

    For your second question, you can use the Users endpoint (shown here: https://developer.zendesk.com/rest_api/docs/support/users) along with the "organization" and "ticket_restrictions" attribute to see what visibility restriction each user has.

    I hope that helps!

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  • Brett - Community Manager
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    Hey Neman,

    You should be able to set these permissions up at the Organization level by navigating to Admin>Manage>People>Organization>(org name). Screenshot for you below:

    If you don't see this option then you'll most likely need to have an admin on the account make these changes.

    Hope this helps!

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  • Neman Syed
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    Hi. I've seen there's an option to allow our customers within an organization to view tickets from other users in their organization. We want these people to also respond to existing threads within their org that they weren't explicitly included in. (Sort of an uber-customer/semi-agentish thing.) I've heard this is possible - yay!

    1. What is the name of this user role, so I know what to search for?
    2. I'm a regular agent, not an owner. Can I assign a customer to that user role?
    3. Yeah? Awesome! How?

    Thanks!

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  • Shannon Brown
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    ZD Team,

    We really need to separate the permissions for Groups and Organizations, and separate permissions to Edit and Create.

    There are many agents that would need to edit the values of custom fields on an Org, but none of them should also have permissions to create/edit Groups, which impacts all of our workflows and triggers.

    Similarly, being able to keep info in an Org record up to date (flag customer temp, for example) should be a simple item that account teams can access, but I will never be able to give them permission to provision new Orgs.

    This limits our use of the features of Zendesk, even with Enterprise Elite plan. 

    Also requested here back in March with no response: https://support.zendesk.com/hc/en-us/community/posts/115001229648-Role-Permissions-for-Groups-and-Organizations

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  • Jesse Medina
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    Hello, we are looking at adding a 2nd ZD instance "HR", is it possible to make someone an admin "IT" but not have access to view tickets, just access to all backend admin settings, IE, workflows, Macros, add/remove users, licensing, etc?

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