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 the type of Chat account you have; i.e. a standalone version of Chat which was linked to your Support account, or an integrated version of Chat which was created from within your Support account.
- The standalone version of Chat is created outside of Zendesk Support, e.g. from the Zendesk Chat homepage. Billing and user management are handled separately from your Support account. They can be connected to a Support account, or function on their own.
- The integrated version of Chat is created directly from within Zendesk Support, e.g. via the Admin > Channels > Chat > Get Started button. Billing and user management are shared with your Support account. They are always connected to a Support account.
If you're still not certain, another way to confirm what type of account you have is to visit Admin > Settings > Subscription: If you can see information about your Chat Subscription, then you have an integrated Chat account. If not, then you have a standalone Chat account.
Standalone Chat accounts can manage their agents and agent roles entirely independently of those in Support. As a result of this, the same user can have any combination of roles between the two products. Accounts that have an Enterprise Chat or Support plan can further create custom roles in the respective product, and assign them to agents for more granular access.
Integrated Chat accounts do have a dependency on the Support account: an agent must be an admin in both Chat and Support, or an admin in neither. Accounts that have an Enterprise Chat or Support plan can create custom roles in the respective product, and assign them to non-admin agents.