Adding agents and administrators

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13 Comments

  • Scott

    I believe this documentation is misleading. It indicates that an agent can add end users which is not actually the case. Only a non-restricted (super) agent or admin can add end users, assign them to organization and edit their names. Agents (those that are restricted to any subset of groups as would be expected in most organizations that are actually implementing Zendesk) are not able to add end users other than through a somewhat clunky ability to add an email address. They will not be able to actually input a name for the end user nor will they be able to provide any additional useful information or attach them to an organization.

    This is a major shortcoming in the design (a flaw to me) that should be addressed. All agents should be able to add end users.

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  • Jessie Schutz
    Zendesk team member

    Hey Scott! Thanks for the feedback on this. I see that you also mentioned it in a ticket with Rico. He's submitted your feedback on the documention to our Docs team to see if we can make the information more clear.

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  • Nora Mullen

    Hi Scott,

    Thanks for the feedback on the doc. We've updated it above. I hope it's more clear now!

    Nora

    1
  • Kazim Nanji

    Hi,

    We want agents with restricted access as well to be able to create new end-users. Is it possible to enable somehow? For us this restriction seems pointless.

     

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  • Jessie Schutz
    Zendesk team member

    Hey Kazim! What kind of restriction are you referring to?

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  • Kazim Nanji

    Hi Jessie,

    We have agents who are part of different groups.

    If we restrict a group of agent to have visibility of tickets in their group only then they are not able to create new End User.

    We want agents to only have visibility of the tickets in their group and still be able to create new end user.

    For us, this restriction of 'not being able to create the end user' is pointless.

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  • Justin Smith

    Hey Kazim,

    Thanks a bunch for the feedback and I'm sorry to hear that our agent permissions don't seem to be meeting your desired user workflow.  

    Using the Custom User Roles feature available on the Enterprise plan level, you can restrict the ticket access of agents to only those in their own group while still allowing them to create end-users in the account.  However on the plan levels which don't have the custom user roles feature, the amount you're able to customize in terms of agent access is a bit more limited.  

    If this feature is important to your workflow, I'd encourage you to check out our doc on setting up and using custom agent roles.  On the lower account levels agents either are allowed full access to tickets along with the ability to add end-users, or they are designated as restricted agents and have limited access to effect the account.

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  • coder for food

    Hi!

    Can I edit Add new user form?

    Now it contains following fields: Name, Email, Role.

    I need that field Phone was on the form. Is it possible to customize this form?

    Thanks!

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  • Jessie Schutz
    Zendesk team member

    Hey coder!

    I'm afraid it's not possible to customize the form at this time. I did some hunting in our Product Feedback forum, and found this thread: Add a user.

    It's a fairly new thread and doesn't have a whole lot of action on it yet, but I'd encourage you to add your vote and detailed use case so our Product Managers will be sure to see it!

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  • jorien willems

    Hi, it's not clear to me if you have an Essential subscription you can restrict an agent to only view tickets assigned to him. What are the permissions options you have on Essential?

    'Note: On Essential, the agent's profile does not include all of the permissions options described in the following table.'

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Jorien! 

    On Essential, you CAN restrict an agent to view only the tickets assigned to them.

    I found this information here: Understanding Zendesk Support User Roles

    That article may be helpful to you to answer any additional questions you may have. 

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  • Farhan Virji

    We have Zendesk Support - Professional, and we are starting to look at launching Zendesk Chat - Professional.  As we explore the Chat functionality, I added a few of my team on Zendesk Chat.  However, I noticed that their Role from Zendesk Support maps over to Zendesk Chat - if they are an Agent in Zendesk Support they become an Agent in Zendesk Chat, and I have no way of updating their role to Administrator in Zendesk Chat unless I change their role in Zendesk Support, even though I am an Admin.

    Is there a way to allow an individual to be an Administrator in Zendesk Chat while still only being an Agent in Zendesk Support?

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Farhan -

    This article should answer your questions: Are Agent roles in Support and Chat the same?

    Check that out and let us know if you have further questions.

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