Once you've enabled and configured Talk, you'll want to start giving your agents access. In this article, you'll learn how to configure the three levels of access for your Talk agents. Additionally, you can disable access to Talk so that the agent cannot use it.
Managing access to Talk
Access to Zendesk products is managed through the Zendesk Admin Center. Use the following procedure to manage access for your Talk agents.
Important: Your user permissions must be admin or account owner to access Admin Center.
To manage access to Talk
- In Zendesk Support, click the Admin icon (
) in the sidebar, then click Manage > People. - On the People page, click the user you want to grant access to Talk. The user you choose must have the User type of Staff member.
Note: Currently, you can manage Talk access for one user at a time.
- In the users profile, under Role, click Manage in Admin Center.
Zendesk Admin Center opens on the Roles and access tab.
- In the Talk section of the page, enable the Access checkbox. If you don't enable this checkbox, the user cannot access Talk.
Tip: By default, the checkbox is not selected and users won't have access to Talk.
- From the Role dropdown, choose one of the following Talk roles for this agent. Choose from:
- Admin: An admin can manage all Talk settings found in Zendesk Support under Channels > Talk, but cannot make or receive calls.
- Team lead: A team lead is a Talk admin who can also make or receive calls.
- Agent: The agent will be the role you'll typically give. Agents can make or receive calls only.
The Talk Admin role does not consume a seat when used in conjunction with a free Support seat such as Contributor or Light agent.
Important: If you're using Support Enterprise and an agent is a member of a custom role that has the Can manage channels and extensions permission, then that agent can access Talk settings including adding and deleting lines. If you don't want the agent to be able to change Talk settings, change their role to one that doesn't have the Can manage channels and extensions permission. - When you are finished, click Save.
The agent now has access to Talk with the permissions you configured.
8 Comments
How can I display a list for agent that enabled for talk?
Hi Lana,
This should be visible on the Talk dashboard:
Hi,
Is it possible to assign specific numbers to Groups or Agents?
Thank you,
Chee
Hello Chee Lee,
Call routing to agent groups is a feature you can set up and enable with Talk Team, Professional, and Enterprise. The following steps should get you up and running, and I've shared an article that goes into more on this process.
Routing incoming calls to groups of agents
To route calls to specific groups
Best regards.
The role dropdown can only be selected by the administrator.
How do I change to a team leader or agent?
I cannot access enable the talk functio
Hi BONAVENTURAカスタマーサポート_高橋 and Glynnis Varrie
You must be an account owner or administrator to access Admin Center.
They can give you access to Talk or they could potentially make you an admin meaning you could do it. Hope this helps.
Hi Glynnis Varrie, are your Zendesk permissions Admin or Account owner? You'll need one of those to enable Talk access. If you don't have those permissions, you'll need to ask someone who does to help you. Thanks!
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