In my agent's Support profile, under the Zendesk Chat toggle, the Permissions dropdown is greyed out. I can't click it or change my agent's permissions.
In the Chat dashboard, in my agent's profile (under Settings > Agents), the dropdown next to Role is greyed out and I can't click it. Or, I can't select Administrator in the dropdown.
The administrator role for Chat is linked to the administrator role in the Support product. If an agent is an administrator in Support they will automatically be an administrator in Chat. If an agent is NOT an administrator, their Support role and Chat role are managed independently from one another.
To change your agent's role:
- To upgrade a Chat agent to a Chat administrator, change the agent's role in Support as described in this article: Changing an agent's role and status.
- To downgrade a Chat administrator to an agent-level role, first, downgrade their role in Support to an agent-level role. You will now see the button Manage role in Chat under the Zendesk Chat toggle on that agent's Support profile. This button redirects you to the Chat product to manage their Chat role separately. If you do not see this option, navigate to the Chat settings manually by opening the Chat dashboard and navigating to Settings > Agents > your agent.
For more information managing roles within the Chat product see these articles: