Is it possible for my agents to have separate roles for Chat and Support? For example, could I make someone an Admin in Chat, but a regular agent in Support?
This will depend on how your Chat and Support accounts are integrated. There are two ways to integrate a Chat account with Support (Phase 1 and Phase 2):
Phase 1 accounts are created when you take an already existing Chat account and add it to your Zendesk Support instance (these accounts will have a separate set of credentials needed to log in).
Phase 2 accounts are created from within Support (if you click on the Chat icon and are automatically logged in without entering new credentials, you have a Phase 2 account).
If you're still not certain, another way to confirm what type of account you have is to click the Admin icon ( ) in the sidebar and go to Settings > Subscription. If you can see information about your Chat Subscription, then you have a Phase 2 account. If not, then you have a Phase 1 account.
Phase 1 accounts are able to maintain separate roles, however Phase 2 accounts can not because their Chat agents' roles are inseparably linked to their Support roles.
For Phase 2 accounts, roles can be managed in Support under Admin > Manage > People.
For Phase 1 accounts, you can add or remove an agent's administrator privileges in the Chat dashboard:
- From the dashboard, select Settings > Agents.
- Click an agent's name from the list.
- Next to Role, select or clear the Administrator check box.
- Click Save Changes.
To prevent this, please reach out to firstname.lastname@example.org to transfer ownership of the Chat account so the integration is not broken.