Administrators can change an agent's Support role in the following ways:
We recommend you read the article Best practices for removing agents, which contains suggestions to avoid some of the common pitfalls in this process.
Upgrading an agent's role to administrator
Administrators can promote agents to the administrator role.
- Click the Admin icon (
) in the sidebar, then select People.
- Click Agents.
- Select an agent and click Edit.
- In the Roles area, click Manage in Admin Center.
You are redirected to the agent's Roles and access settings in Admin Center. See Setting roles and access in Admin Center.
- For the Support product, Select Admin from the Role drop-down list.
- Save your changes.
An email is sent to all administrators notifying them that the person has been added as an administrator.
The agent's existing group assignments remain; you can add or remove them from groups as needed.
Downgrading an agent's role
Administrators can downgrade an agent's role to end-user.
To downgrade an agent's role
- Click the Admin icon in the sidebar, then select People.
- Click Agents.
- Select an agent and click Edit.
- On the agent's profile you will see the User type section on the upper left hand side.
- Select End-user from the drop-down list.
Removing a user from your account
After downgrading the agent to an end-user, you can suspend them from the account. This removes them from your Support instance.
To suspend a user from your account
- Click the Admin icon in the sidebar, then select People.
- Click Agents.
- Select an agent and click Edit.
- Click the drop-down icon at the top-right of the profile and select Suspend access.
2 Comments
I am unable to access the edit functions for our Zendesk set up. It appears I am not an Admin. Trouble is I think any Admin users have now left the company?
How do I get myself promoted to be an Admin user?
Email address redacted by the Zendesk Community Team.
Hey Craig,
I'm going to create a ticket on your behalf so our Customer Care team can look into this further with you.
You should receive an email shortly stating your ticket has been created.
Cheers!
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