|December 8, 2020||December 8 - 9, 2020|
As of December 7, 2020, Zendesk has enhanced the custom agent roles feature, which enables you to define custom permissions for new and existing custom roles. The following new options are available for new and existing custom roles:
- Manage ticket fields
- Manage ticket forms
- Manage user fields
- Manage organization fields
- Manage contextual workspaces
Why is Zendesk changing this feature?
We know that many of you want to break up the admin role. Too many features and configuration options were only available to administrators, and there are no restrictions on individuals with admin permissions. By providing more of the administrator functionality to agents, you can allow the users you trust to take the actions required to manage their teams without giving them access to everything else.
We'll continue to add more administrative features as options for custom roles. Eventually, we hope to allow the full range of customization for agents, from those who only respond to tickets all the way up to full super administrators.
What do I need to do?
You don't need to do anything. This enhancement is automatically available to all Enterprise accounts.