Creating custom roles and assigning agents (Enterprise)

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35 Comments

  • Virgil Rojer
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    It feels really random which settings are unable to be used by people within a role. Why can I give people within a role full control over triggers and extensions, but ticket forms and ticket fields are unavailable by default? Or how most settings options are also just hidden by default.

    I want to be able to make a role that gives some important rights with some limitations but as it is right now I can only choose between having not enough rights or being able to do anything.

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  • Rachael Codron
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    There is no "roles" option in Manage>People. And I'm an admin so I have an admin view.

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  • Dan Cooper
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    Hi Rachel, 

    Are you on an Enterprise plan?  Custom roles are an Enterprise plan feature.

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  • Rachael Codron
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    Dan Cooper Oh, no, we have the Professional plan. I just want my agent to be able to set up macros for all agents to use instead of just her. She only has the "Me only" option, not the "All agents" option.

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  • YU-CHENG LI
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    Hi ZD team,
    I'd like to realize what the role is in a real world in the chat only agent of Zendesk Support. Could you give me a example?

    Thanks in advance!

    Sincerely,
    Kyle

    0

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