Setting roles and access in Zendesk Admin Center

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12 Comments

  • Jennifer

    Is this rollout complete? I am an Admin and unable to locate "Roles and access" when I follow the instructions (Admin Center > Account > Roles and access) -- However I am able to get to an individual agent's "Roles and access" area when I search for and open the staff member’s profile page from the Manage in Admin Center link under Role.

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jennifer

    Thanks for asking! You can only access the Roles and access tab from the staff member's profile page. You cannot navigate to it directly from Admin Center.  Notice that the instructions say: 

    1. Open the Staff Profile page in Admin Center.

      For details, see Opening the staff profile.     <<<-- This is step is required. 

    In later versions, we're planning to have direct access from Admin Center.
    Lisa

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  • Jennifer

    Thanks for the clarification Lisa Kelly! I think the "Quick Look:  Admin Center > Account > Roles and access" at the top here is what threw me off. I appreciate your time.

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  • Erica M (staff)

    As an administrator, I am unable to change the Roles and Access products for my own profile? I need to sometimes change my role for Talk from Admin to Team Lead but need another Admin to change the Access on my own profile. Is there a way to make the changes myself? Currently with the Pro plan.

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  • Dave Dyson
    Zendesk Community Team

    Hi Erica –

    The account Owner can set Roles and Access for any user, including themselves (I'll see if we can get that information added to this documentation).

    So if you're an admin and the owner, you should be able to set it yourself. If you're an admin but not also the owner, then the owner or another admin can set it for you. If needed, as an admin, you could temporarily promote an agent to admin, have them change your role for your, and them revert them back to their former agent status.

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  • Frédéric Mauroy

    Hello all,

    we have the "Support Suite Pro" with 10 seats. I need to give access to a new staff member to manage Guide articles, but we reached a limit:

    So I thought that by removing this right to existing members that do not really need it, I would be able to give him the proper access. But even after waiting a few minutes and several Ctrl-F5, the items are still disabled in the list as above. Am I doing something wrong? Is this info stored in cache for a long period of time maybe?

    Thanks for your help

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  • Dave Dyson
    Zendesk Community Team

    Hi Frédéric,

    Have you gotten this squared away? I see that all ten of your paid seats are in use, either by Support Admins (including your account Owner) or Guide Admins (Guide Admins use a paid seat even if they do not have access to Support). For more information on Guide roles, see About staff roles in Zendesk Admin Center

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  • Frédéric Mauroy

    Hi Dave, thanks for your quick reply.

    We have 10 agents in Zendesk Support, and the new user is such an agent already. Could this mean a non-agent user has been set as having Guide access? Does suc h type of user exist? If so, is there an easy way to find this account? Or could it be something else? Why do we see "staff" in some places and "agent" in others? Are they the same user types?

    When I edit a user that was admin in Guide yesterday, I can still put him back as admin or agent. Why can't I do the same with another agent? If the quota is reached, the option should be disabled on all users, no? Seems to me there is a discrepancy somewhere here. Any clue?

    Thanks!

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  • Dave Dyson
    Zendesk Community Team

    HI again Frédéric –

    So you have a total of eight seats that are being used by Support Admins, and two that are currently being used by Guide Admins but only Contributors in Support, for a total of ten paid seats. Your other Contributor agents who have Viewer permissions in Guide do not take up a paid seat.

    That's why you can modify the staff role of your Guide Admins - they already count towards your ten paid seats. If you want to change the role of one of your Contributor/Viewer agents, you'll need to either free up an agent seat (e.g., by downgrading one of your two Contributor/ Guide Admin agents to Contributor/Viewer, or by adding additional paid agent seats.

    Does that clarify things?

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  • Frédéric Mauroy

    Thanks a lot for the clarification, I must have missed something when reading about how seats are counted.

    I removed a user that didn't need admin rights anymore and I've been able to add the new account to the Guide agents successfully.

    Best regards!

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  • Frédéric Mauroy

    Possible improvement to Zendesk ;-)

    Have a list of all users taking seats, and for what part of the system.

    In our case we had only 10, so several clicks were needed to isolate those, but imagine consumers with many more seats...

    Just my 2 cents.

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  • Liam

    Please change it back, it takes significantly longer to open the Admin Center each time we need to update someone's role within Support profiles. The drop-down list of roles was great, why did you change it to this? You've literally made it less intuitive.

     

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