In the Enterprise version of Zendesk, you can define your own agent roles and assign those roles to any agent in your Zendesk. This allows you to define agent roles that suit your own organizational structure and workflow.
This article covers the following topics:
Understanding the predefined Enterprise agent roles
|Legacy Agent||This is transitory role that includes all agents who have yet to be assigned to a role. For all these agents, we are maintaining the permissions they previously had on the plan you upgraded from. Also, you cannot assign agents to this transitory role. Lastly, this role will disappear after all its members have been assigned to other roles.|
|Light Agent||Light Agents are available as a Professional or Enterprise Add-on. Light agents can be CC'd on tickets, can view tickets, and can add private comments to tickets within their groups. They cannot be assigned to or edit tickets. Light agents can be given permission to view reports or they can be restricted from viewing any reports. They cannot create or edit a report. You can add an unlimited number of light agents at no charge.|
|Staff||A Staff agent's primary role is to solve tickets. They can edit tickets within their groups, view reports, and add or edit personal views and macros.|
|Team Leader||Team leaders have greater access to your Zendesk than staff agents. They can read and edit all tickets, moderate forums, and create and edit end-users, groups, and organizations.|
|Advisor||Advisors manage the workflow and configure your Zendesk. They create or manage shared automations, macros, triggers, and views. They also set up the service level agreements, channels, and extensions. Advisors don't solve tickets, they can only make private comments.|
|Administrator||Administrators have control over everything within your Zendesk, except for changing billing information or payment plans (that can only be done by the account owner).|
Creating custom agent roles
You can create your own agent roles or base a new role on one of the predefined agent roles. You can either edit or clone the Staff, Team Leader, and Advisor roles.
- Click the Admin icon ( ) in the sidebar, then select Manage > People .
All of the agent roles (predefined and custom roles, if any) are displayed.
- Locate the role you want to edit or clone, then select Edit .
- Define and create the agent role as described below in Agent permissions .
- When you've finished defining the new role, click Create Role .
You can define an agent's access to tickets, the types of comments they can make, and their editing permissions.
An agent may access tickets in one of the following ways:
Notwithstanding ticket access restrictions, CC'ing an agent (including a Light Agent) on any ticket lets the agent receive email notifications of all public and private updates to the ticket.
Agents can add ticket comments in one of the following ways:
In addition, you can grant agents permission to do any of the following:
Note: In the Enterprise version, the ability to delete tickets has been moved from the Agents settings page and is now an agent-level permission.
The Tools section includes access and editing permissions for views, reports, customer lists, macros, and dynamic content. One option can be selected for each.
Selecting Can access dynamic content enables the agent to review, add, and edit dynamic content.
You can define an agent's access to users and user profiles. One option can be selected for each.
Viewing and editing end-user profiles:
End-user editing rights enables the agent to verify end-users. Only administrators can change a user's role.
Browsing and searching for users:
Selecting Can add or modify groups and organizations enables an agent to create and edit groups and organizations for users. This option is only available when Add, edit, and delete all is selected for view in and editing end-user profiles.
|Help Center (if Help Center is enabled)||
You can decide the level of Help Center permission agents should have.
When this option is selected, agents in this role have Help Center manager permissions. When this option is not selected, agents in this role have Help Center viewer permissions.
Note: When this setting is not selected, it does not necessarily mean that agents can't add and edit articles and posts. Permission to add and edit articles is set at the section level in the knowledge base (see Allowing agents to add or edit articles ) and at the topic level in the community (see Allowing agents to add or edit posts in community topics ).
|Forums (if Web portal is enabled)||
You can set viewing and editing of forums to one of the following:
All forums content includes comments, topics, forums, and categories.
Selecting Can access organization-restricted forums allows the agent to access and edit forums restricted to an organization.
Depending on the channels that have been enabled for your account, agents may also be allowed to do any of the following:
The following two options allow the agent to create and edit triggers, automations, and SLA targets and to manage channels and extensions.
Channels are modes of communication such as chat, email, and twitter. Extensions includes integrations and widgets.
Assigning custom roles to agents
You can assign a role to an agent by editing their profile, or you can assign a role to multiple agents at the same time.
To change the role of a single agent
- Click the Admin icon ( ) in the sidebar, select People , and then click the link to browse agents.
- Click Edit next to the agent's name.
In the agent's profile, click the
field and select a role.
In the following example, the agent is assigned a custom role called Forum Moderator.
The change is saved immediately.
To change the role of more than one agent