Setting roles and access in Zendesk Admin Center

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  • 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.

  • 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.

  • 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.

  • 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.

  • 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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