About staff roles in Zendesk Admin Center

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12 Comments

  • Dan Cooper
    Community Moderator

    Is there an option to allow for a Support/Guide Enterprise plan to set a staff members as being Guide Viewer (no support role) in order to accurately track as a staff member for KB article viewer metrics?  It seems like you'd have to grant light agent access or pay for a license here in order to account for this with the above model. 

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  • Elissa
    Zendesk Community Team

    Hello Dan Cooper,

    Currently it is not possible to have a staff member be a "guide only" agent. Unlike Chat, where an agent can be a "chat only agent" where they don't have access to support or other products and just work out of chat, agents do have to have a Support license to have a Guide role. This is not a new feature, Support and Guide were intertwined before the switch to managing roles in the Admin Center. That being said it is excellent product feedback! I encourage you to share a product feedback post with a bit of context on the workflow, pain points, business impact etc. of how having the split roles would be helpful. You can do that here: Feedback on Guide.

    Thank you!

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  • Dan Cooper
    Community Moderator

    Thanks as new Explore datasets are becoming available to show article view data, this becomes a bit more useful to be able to call out who is a staff member but not someone that is actively working in Zendesk.  Article hits from internal team members would be nice to segment and I was pointed toward the new Guide Viewer option, but since it was always paired with support in the past, I figured I'd ask.

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  • Elissa
    Zendesk Community Team

    Hello Dan Cooper

    I'm not sure this is exactly what you're looking for, but, when using the dataset to make your own article views reports, you'll be able to use the "user role" attribute to filter out agent views or differentiate what type of visitor the views are associated with. You can play around with the same attribute in the Answer Bot or Knowledge Capture datasets as it is in both of those as well. (This dataset is still in the early access program stage).

    I hope that helps!

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  • Dan Cooper
    Community Moderator

    Elissa

    The Knowledge Base EAP dataset that I started going down this line of questioning around.  We have some content that I'm seeing flagged as End-user (signed-in) but I know that it is capturing our internal staff members that aren't part of our Zendesk user base.  This s a result of our internal communications letting our teams know about these customer resources.  What I was hoping to find is a way to flag certain users that I don't expect to be Zendesk users as known staff that really are end users, but would skew view metrics when we are trying to understand the effectiveness of a new release of help center content.

    The new Guide Viewer role was presented as a potential option, but I'd have to grant licenses to get this metric, and it adds Support permissions I don't want to add to these users.  In addition, that would give me a slice of users that are bucketed in Staff member, but when content gets released for internal usage (via user segments) to those end users, I would then lose visibility into understanding agent vs end user views in a different lens. What I really need to know is who is a staff member, that is not a Zendesk agent.  It doesn't sound like this feature exists today, at this point with the recent changes in roles and datasets I'm trying to re-establish my foundation for what is possible today and what is a feature request moving forward.  Sounds like I'm in feature request territory. 

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  • Elissa
    Zendesk Community Team

    Hi Dan Cooper

    Got it! That does make sense. Filtering out "end-users" that are simply non-agent members of your staff is definitely a use case that is hard to tease out. You're right that you're in feature request territory there! :) 

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  • Adrian Bishop

    Hi,

     

    The Talk roles make no sense at all? What is the advantage here over previous roles?

    One key feature our managers have asked for is to be able to override agent status when they forgot to go offline etc. , I was hoping some permissions would enable them that access without giving them full access to Talk Admin?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Adrian, 
    I recommend posting this request on our Community site: 

    https://support.zendesk.com/hc/en-us/community/topics/360000029887 

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  • Austin Villanueva

    Hi 

    I'm not sure if it is the right place to ask but it is quite hard to see information about staff member role. So regarding staff member, is there an available API calls for staff member role? similar to what agent or administrator can do with API token key. I look up the documentation but nothing said about staff member. Please let me know if you have any information.

    Thank you.

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  • Pedro Reis

    Honestly, I don't understand the difference between a contributor and a light agent. Can someone clarify this?

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  • JJ
    Zendesk Customer Advocate

    Hello Pedro Reis,

    A good guide can be found here:

    Creating custom roles and assigning agents

    Contributor:

    If you are using Zendesk Chat Phase 4 with an integrated Support account, each new Chat agent is also added to your Support account as a contributor. Contributors in Support have limited privileges; for instance, contributors can view some tickets, but cannot respond or otherwise interact with them. Contributors do not occupy an agent seat in Support unless they are manually upgraded to an agent role.

    If you have a Sell-only account, existing Sell users will be added to a Support account as contributors.

    If you have a Chat-only Phase 4 account, and later create an integrated Support account, existing Chat agents will be added to your Support account as contributors. For more information, see Creating agents and departments in the Zendesk Chat Help Center.

    Light-agents:

    The light agent is a limited agent role. Light agents can be CC'd on tickets, can view tickets, and can add private comments to tickets within their groups. They cannot be assigned to or edit tickets. Light agents can be given permission to view reports or they can be restricted from viewing any reports. They cannot create or edit a report. The number of light agents you can add depends on your plan. See Understanding light agent permissions.
     
    Basically, it boils down to how those agents are created.
    If you have agents that have only full access to either Zendesk Chat or Zendesk Sell but not to Zendesk Support, they will be created as Contributors, so that they still may have some kind of access to Zendesk Support.

    Light agents can be added separately with the collaboration add-on, which is included in our Growth, Professional and Enterprise plans. So for them, you would not need a seat in either Sell or Chat, but they would be added separately. They would also not be reserving a seat, but because of that would have limited functionality.

    Hope that answers your question.

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  • Ben Fulton

    Hi, I'm looking for some more precise answers about what Contributors can access.

    "...for instance, contributors can view some tickets, but cannot respond or otherwise interact with them."

    This seems unnecessarily vague—*which* exact tickets can the Contributor role view? Tickets assign to their group? Tickets with some other qualifier?

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