Creating custom roles and assigning agents (Enterprise) Follow



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    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


    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 Schutz

    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 Schutz

    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?



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    Orchestra Support

    We figured it out Jessie. 


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    Jessie Schutz

    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:

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    Nicole Relyea

    Hey Shannon - 

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

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