Creating custom roles and assigning agents (Enterprise)

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28 Comments

  • Matthew Foval

    So if we don't have the Enterprise edition there is no way for an Agent to have the ability to edit organization details such as a custom field for the end-user room numbers in that organization?

    I don't want to have to enable administrative privileges for my agent role so that they will then be able to do the tedious job of filling in all of the room numbers for our users.

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  • Leon Cassar

    Hi,

    We're on the Enterprise edition and quite happy with however Zendesk works, but I cannot understand why Light Agents cannot edit or change the properties in a ticket... whether or not they are the requester. There is nothing wrong with this and because of this limitation, we are bound to pay for an extra license each year just so internal people can assign the tickets back to the support team.

    We have 6 people that are licensed (role of Staff) to reply back to the customers and the remaining 10 employees have a role of Light Agents. We escalate the ticket to these 10 employees (individually of course) through a custom field called "2nd Assignee" and then through views etc they can see the escalated tickets to them.

    Because of this Light Agent limitation, they need to log in with a licensed account so that they can change the "2nd Assignee" back to the support person that owns the ticket... which to avoid wasting time, they always log in with the licensed account instead of their own account.

    I have also tried to create a custom role which is identical to the Light Agent role, with the exception that I have checked the box on "Can edit ticket properties", but when I try to change the role of a Light Agent to this new custom Role, I get a notification that I need to buy more licenses :|

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  • Jessie - Community Manager

    Hi Leon!

    Light Agents were created so that people who don't need to actually interact with tickets or customers can still be looped into conversations internally, and keep an eye on things as needed. Because you're not actually paying for them to access Zendesk, their permissions are very limited.

    If you have Light Agents who need to be a part of a workflow like what you're describing you'll need to purchase additional licenses for their use, or tweak your processes so that Light Agents don't need to perform these advanced functions.

    I also should point out that having multiple people using the same login to use Zendesk is a violation of our terms of service. You can review those here if you need a refresher.

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  • Leon Cassar

    Oh :| I see... must have skipped that section in the T&C then :) 

    OK, i'll try to tweak around this in a different way without infringing any terms of service.

    Thanks for the heads up!

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  • Heather Cook

    We have very recently noticed that Agents are able to assign to Light Agents, despite this article stating otherwise.We have figured out this is happening by clicking the "assign" button next to the  Light Agents name in the comment section. The system then assigns the ticket to that Light Agent, then when the ticket is open again the system seems to correct itself and wipes the Light Agent as assignee leaving the ticket unassigned and lost in the ether. How do I stop this? 

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  • Jessie - Community Manager

    Hi Heather!

    This definitely doesn't sound right to me, but I think we'll need to do more troubleshooting. I'm going to get a ticket opened up for your so our Support team can take a look for you! YOu'll be getting an email from me shortly.

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  • Orchestra Support

    Hi Jessie, 

    Something changed overnight and our agents that had Guide editing permissions don't any longer.  

    Under the agents account they don't have a role selected, the group is set, Access is all tickets, Comments are set and Guide is Manager.  

    Is the issue above causing our issue?

    Thanks, 


    Greg

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  • Orchestra Support

    We figured it out Jessie. 

     

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  • Jessie - Community Manager

    Hey, Orchestra Support! I'm glad you got it sorted out!

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  • Shannon Brown

    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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  • Nicole - Community Manager

    Hey Shannon - 

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

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  • Susan Brown

    @Jessie Schultz I like that you wrote: "Light Agents were created so that people who don't need to actually interact with tickets or customers can still be looped into conversations internally, and keep an eye on things as needed. Because you're not actually paying for them to access Zendesk, their permissions are very limited."

    We actually would love to make use of Light Agents to loop in our Business Leaders so they can help us by approving work/requests or prioritization of one ticket or another without having to add them to CC on such tickets but ... when we tried the Light Agent role with our Business Leaders (Directors and VP levels) their ability to use the Help Center now Guide to submit a ticket as they did in the end user role was no longer available for them and their ALL their comments on ALL tickets they accessed (requested or cc'd on)  became internal only. 

    It would be super if Light Agents kept their end user access in Guide to submit tickets for themselves using the end user perms and when replying to tickets from email or the Guide Web view, but when accessing the Support module they are locked to the Light Agent features. -- In Fact --- I see no reason to restrict an agent from using the Guide Ticket Submission process yet our agents are locked out from doing so... in fact it might be useful for a agent (light or other levels) to see what the end user sees from time-to-time.

    As it works at the moment, we can't find a good use case for Light Agents.  The only use case we came up with was possibly when outsourcing where you want the expertise for technical help but never want the outsourcing staff to interact directly with your customers.  We don't outsource but we need a way for depart heads to look a current queues to help with approvals and priorities but they never really work in the tool or tickets enough to justify the agent license plus they find our web submission forms in Guide much easier to use when needing to submit a request for support for themselves.

    Am I just missing something? Perhaps, Light Agents should still be able to use Guide with the same feature available to them as an end user role and it is somehow just dropping out in our instance.

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  • Nicole - Community Manager

    Hey Susan - 

    That's some really great feedback, and I encourage you to post it in the Product Feedback topic in the Community, where our Product Managers can see it. Feedback posted on articles within the Knowledge Base is not reviewed by the development teams, and I think our PMs would be interested to hear your thoughts on Light Agent roles. 

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  • Rovi Roy Cruz

    Hi,

    can you give us a sample of create a role same as admin except that role can't create, edit and delete users..

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  • Jessie - Community Manager

    Hi Rovi!

    When you go in to create the role, you'd just give that role all the available permissions except for the ones pertaining to people:

    That'll do it!

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  • Rovi Roy Cruz

    Hi Jessie,

    some of the feature are not allowed.. like satisfaction on reports...

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  • Jessie - Community Manager

    Hey Rovi,

    I'm sorry, I'm not sure I understand what you're asking here.

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  • Rovi Roy Cruz

    Here.. this one is missing when we try to assign some using custom role... administrator have satisfaction report...

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  • Jessie - Community Manager

    Hi Rovi,

    The purpose of the administrator role is to have people in Zendesk who can do everything the account owner can do (aside from anything billing related). Certain permissions are ONLY available for admins. If you want any role to not be able to do a certain thing, the only option you have to is create a custom role that restricts them from doing that thing. However, since it's not possible to create a custom role with admin-level permissions, there will be certain things that these custom roles can't do. Apologies if that wasn't clear at the start!

     

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  • Charlie Windlinger

    Note: In order to create or edit multiple-group macros, agents must be assigned a role with permission to add and edit global macros (not just “group” macros, which will limit them to single-group macros).

     

    The above significantly reduces the value and use case of adding multiple groups to macros. I hope reworking this is highly prioritized on the road map. Additionally, Zendesk's permission scheme is becoming increasingly convoluted with each feature release. Please consider making these permissions easier and more intuitive to administer in future product releases.

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  • Jessie - Community Manager

    Thanks for sharing your feedback on this, Charlie!

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  • Monica

    I would appreciate an additional setting regarding ticket access focusing on groups.  In addition to  "All within this agent's group(s)," I'd want to allow permissions to specific groups' tickets.  We'd use this to allow for agents that may not work the tickets, but they may receive secondary contact from the person and would need to review/confirm it's regarding the older/other groups' tickets/same topic.

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  • Jessie - Community Manager

    Hi Monica!

    I'm not sure I understand your feedback here...do you mean that you'd like an additional setting that would allow agents to see tickets in a specific group, but not update those tickets?

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  • Monica

    Hi.  Primarily, to see the tickets, but there may be instances where they submitted the ticket before finishing their processes and would need to update as well.  My original thought is to allow them access to a few groups' tickets that they may interact with and disallow access to other groups' tickets where they don't interact with that group regularly.

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  • Jessie - Community Manager

    Hey Monica!

    I'm not sure how what you're describing is different the current functionality with group restrictions. Is that functionality not working for you? Can you describe how you've got things organized currently?

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  • Martha Walden

    Hi there,

    Of the above named roles, which ones require a license? What options in creating the role define whether a license is needed?

    Thank you,

    Martha

     

     

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  • Monica

    @Jessie 

    I'd like for agents to see tickets in Groups A, B, C, but not able to access the macros for Groups B, C.  So I wouldn't want them to be in Groups B and C since they don't work on those tickets.  A person may write in again about a ticket they had that finished with Group B, but if the agent in Group A can't see the ticket, they wouldn't know the background so it could be routed appropriately.

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  • Molly VS

    Hey Monica - thanks for that clarification.

    There wouldn't be a way to restrict access like that. My suggestion if you need this workflow would be to create an entirely separate group for macro access. 

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