Understanding Zendesk Support user roles

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  • Valentina Cirilli


    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"?


  • Gail L
    Zendesk Community Team

    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 :)

  • Anais

    Do the terms All agents or Non-restricted agents include administrators and account owner ?


    Never mind, I suppose they are not included. I had a little doubt because sometimes administrators are refered to as a sub-category of agent.

  • Ben Van Iten
    Zendesk Community Team

    Hi Anais,

    I just wanted to clarify that all agents refers to anyone with an agent license on the account, even administrators and the owner. If you're looking to shield certain people from getting notifications it might be better to create a separate group for everyone that you want to receive a certain kind of notification if indeed that is the context that you are asking the question.

    Please let us know if we can assist further!

  • Anais

    Hi Ben,

    Thanks a lot for your clarification. I suppose that the same goes for the term "non-restricted agents" ? Indeed, I was wondering if I should shield the account owner from getting notifications. 

  • Ben Van Iten
    Zendesk Community Team


    You are correct! The same would work for that. Please let us know if we can help further.

  • Jason Fouchier

    Hey All,

    I just wanted to clarify something about the "Agent Permissions". If I restrict an agent to "Tickets in their group" does this also limit the tickets they can see in a search? I assume it does, but I wanted to make sure I was understanding the information correctly.




  • Brett Bowser
    Zendesk Community Team

    Hey Jason,

    You are correct and this would restrict their search results to tickets within their group as well. If you experiencing anything different let us know!

  • Megan Lalock

    I wanted to bring up the discussion on the amount of time this takes to update in your instance. What is the average timeframe this update takes on an account that didn't have this enabled? I started my update on 3/21 and even now on 3/24 it still hasn't finished. It would be nice to know the window we would be looking at for update time in rolling this out. 

  • Susana B.
    Zendesk Customer Advocate

    Hi Megan! I can see that you reached out via a ticket for this issue and the problem appears to be resolved.

    Susana B.
    Customer Advocate/ San Francisco

  • Jonathan Juarez

    In explore what is difference between assignee role "agent" and requester role "agent" ? Which would be the accurate count to track licenses? 

    Why would there be inconsistencies between the agents in both? 



  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Jonathan,

    Assignee is the agent or end-user currently assigned to a ticket. Assignee is used in macros, views, automation, triggers, and reports to refer to or set the assigned agent.

    A requester is the person who made the support request. The term is used in macros, views, automation, triggers, and reports to refer to the person who generated the support request. 

    In Explore, when you say Assignee role is Agent - the ticket is assigned to an agent, while Requester role is Agent - the ticket is created by an agent but it may or may not be assigned to an agent, it could be assigned to a group or unassigned.

    When you say you are tracking licenses, are you pertaining to your agent seats? if yes, I suggest that you use assignee role agent.

    All the best!



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