Support settings have moved to Admin Center! This migration enables admins to seamlessly manage their Support and account settings from a single location. This article provides an overview of the unified experience and shows you where to go for more information.
This article contains the following topics:
Managing your settings from a single location
Admin Center has combined settings from Support > Admin with existing Admin Center settings to provide a single location for managing your account. Settings are arranged in a logical breakdown and you don't have to switch between two separate interfaces.
No settings have been removed or deleted as part of the migration and no permissions have changed. Your account configuration will remain completely intact.
Some of the main changes include:
- You don't have to switch between Admin Center and Support > Admin to manage settings for your account.
- You can use Admin Center search to find your settings. You don't have to remember settings locations.
- You can configure all messaging channels in Admin Center. Previously, some social messaging channel configurations were still located in Support > Admin > Channels > Channel integrations.
- Team management has been separated from customer management and the People page has been simplified and reorganized by task.
- Custom role management has moved to Admin Center and it is available for additional Zendesk plan types.
- The People pages for Customers (end users) and Organizations remain in Support, but they have moved to the main navigation bar.
Here are the main navigation points. For details on how the settings locations have changed, see Mapping support settings to Admin Center and Reorganizing settings in Admin Center.
|Account||Billing, security, audit log, and other account essentials|
|People||Team management, user and organization fields, bulk actions, and tags|
|Channels||Ways to connect with customers, from email and voice to messaging and self-serve automation|
|Workspaces||Managing how team members use Zendesk, from views and macros to the Agent Workspace|
|Objects and rules||Ticket fields, triggers, automations, and more|
|Apps and integrations||Apps, APIs, targets, webhooks, and other ways to get data in and out of Zendesk|
Searching for settings in Admin Center
You can search for settings in Admin Center to find where they are located. Search results are limited to Admin Center pages. For example, you can search for Triggers, but not the name of an individual trigger on the Triggers page.
You can also use a curated set of search keywords and synonyms to find pages. For example, when you search for account owner, the search result is the Account > Billing > Contacts page where the account owner is set. When you search for staff, the search results include any page that has settings for team members.
To search for Admin Center settings
- In any product, click the Zendesk Products icon () in the top bar, then select Admin Center.
- Locate the search field () at the top of the navigation list.
- Enter your search term.
As you start to type, you'll see a list of results that match the term you entered.
- Click a search result to open that page.
Adjustments to the People page
As part of the Support settings move, the People page in Support has been split into multiple pages. We created a separate page of each of the tabs on the People page and moved some of the pages to Admin Center. This helps reduce the complexity of the People page and splits out the functionality.
The pages that admins typically use are now in Admin Center. This includes Team members (Agents), Roles, Groups, and Tags. The pages that agents typically use remain in Support. This includes Customers (End users) and Organizations. For more information, see Finding and managing users.
Mapping Support settings to Admin Center
This table shows how the main navigation paths for Support settings have changed from Support > Admin to Admin Center.
|Support > Admin||Admin Center. Some settings remain in Support, but most have moved to Admin Center.|
|Support > Admin > Apps > Manage||Admin Center > Apps and integrations > Apps|
|Support > Admin > Manage > People||
The People page has been split into multiple pages in Admin Center. The ability to edit organizations and end users (customers) remains in Support.
|Support > Admin > Manage > People > End users||Remains in Support, but moved to the main navigation bar. Renamed to Customers. Support > Customers ()|
|Support > Admin > Manage > People > Agent||Admin Center > People > Team > Team members|
|Support > Admin > Manage > People > Groups||Admin Center > People > Team > Groups|
|Support > Admin > Manage > People > Organizations||Remains in Support, but moved to the main navigation bar. Support > Organizations ()|
|Support > Admin > Manage > People > Roles||Admin Center > People > Team > Roles|
|Support > Admin > Manage > People > Tags||Admin Center > People > Team > Configuration > Tags|
|Support > Admin > Manage > People > Bulk Management||Admin Center > People > Bulk actions. Separate pages for Import users, Import organizations, and Delete end users.|
|Support > Admin > Manage > User Fields||Admin Center > People > Configuration > User fields|
|Support > Admin > Manage > Organization Fields||Admin Center > People > Configuration > Organization fields|
|Support > Admin > Manage > Brands||
Admin Center > Account > Brand management > Brands
|Support > Admin > Manage > Views||Admin Center > Workspaces > Agent tools > Views|
|Support > Admin > Manage > Macros||Admin Center > Workspaces > Agent tools > Macros|
|Support > Admin > Manage > Reports||Admin Center > Account > Tools > Reports|
|Support > Admin > Manage > Tags||Admin Center > Objects and rules > Tickets > Tags|
|Support > Admin > Manage > Ticket Fields||Admin Center > Objects and rules > Tickets > Fields|
|Support > Admin > Manage > Ticket Forms||Admin Center > Objects and rules > Tickets > Forms|
|Support > Admin > Manage > Context panel||Admin Center > Workspaces > Agent tools > Context panel|
|Support > Admin > Manage > Contextual Workspaces||Admin Center > Workspaces > Agent tools > Contextual workspaces|
|Support > Admin > Manage > Dynamic Content||Admin Center > Workspaces > Agent tools > Dynamic content|
|Support > Admin > Channels||Admin Center > Channels|
|Support > Admin > Channels > Email||Admin Center > Channels > Talk and email > Email|
|Support > Admin > Channels > Twitter||Admin Center > Channels > Messaging and social > Twitter accounts|
|Support > Admin > Channels > Chat||Admin Center > Channels > Messaging and social > Messaging setup|
|Support > Admin > Channels > Facebook||Admin Center > Channels > Messaging and social > Facebook Pages|
|Support > Admin > Channels > Talk||Admin Center > Channels > Talk and email > Talk|
|Support > Admin > Channels > Text||Admin Center > Channels > Messaging and social > Text|
|Support > Admin > Channels > Widget||Admin Center > Channels > Classic > Web Widget|
|Support > Admin > Channels > API||Admin Center > Apps and integrations > APIs > Zendesk API|
|Support > Admin > Channels > Mobile SDK||Admin Center > Channels > Classic > Mobile SDK|
|Support > Admin > Channels > Channel Integrations||Admin Center > Apps and integrations > Channel apps|
|Support > Admin > Business Rules||Admin Center > Objects and rules > Business rules|
|Support > Admin > Business Rules > Routing||Admin Center > Objects and rules > Business rules > Routing|
|Support > Admin > Business Rules > Triggers||Admin Center > Objects and rules > Business rules > Triggers|
|Support > Admin > Business Rules > Automations||Admin Center > Objects and rules > Business rules > Automations|
|Support > Admin > Business Rules > Service Level Agreements||Admin Center > Objects and rules > Business rules > Service level agreements|
|Support > Admin > Business Rules > Rule Analysis||Admin Center > Objects and rules > Business rules > Rule analysis|
|Support > Admin > Business Rules > Answer Bot||Admin Center > Channels > Bots and automations > Bots|
|Support > Admin > Settings > Account > Branding||Admin Center > Account > Appearance > Branding|
|Support > Admin > Settings > Account > Localization||Admin Center > Account > Appearance > Localization|
|Support > Admin > Settings > Account > Audit log||Admin Center > Account > Audit log >Audit log|
|Support > Admin > Settings > Subscription||Admin Center > Account > Billing > Subscription|
|Support > Admin > Settings > Security||Admin Center > Account > Security > More settings|
|Support > Admin > Settings > Schedules||Admin Center > Objects and rules > Business rules > Schedules|
|Support > Admin > Settings > Tickets||Admin Center > Objects and rules > Tickets > Settings|
|Support > Admin > Settings > Agents||Admin Center > Workspaces > Agent tools > Agent interface|
|Support > Admin > Settings > Customers||Admin Center > People > Configuration > End users|
|Support > Admin > Settings > Benchmark Survey||Admin Center > Account > Tools > Benchmark survey|
|Support > Admin > Settings > Extensions > Targets||Admin Center > Apps and integrations > Targets > Targets|
Reorganizing settings in Admin Center
In addition to moving Support > Admin settings to Admin Center, some settings in Admin Center have been reorganized. This table shows how some settings in Admin Center have been reorganized slightly to fit with the new structure.
|Admin Center > Billing||Admin Center > Account > Billing|
|Admin Center > Security||Admin Center > Account > Security|
|Admin Center > Channels||Admin Center > Channels > Messaging and social|
|Admin Center > Sunshine > Sunshine features||Admin Center > People > Configuration > Events setup|
|Admin Center > Sunshine > Objects||Admin Center > Objects and rules > Custom objects > Objects|
|Admin Center > Sunshine > Relationships||Admin Center > Objects and rules > Custom objects > Relationships|
|Admin Center > Sunshine > Events||Admin Center > People > Configuration > Events|
|Admin Center > Sunshine > Profiles||Admin Center > People > Configuration > Profiles|
Migrating Support roles and permissions
User roles and permissions included with Support have not changed. These are maintained as part of the migration. This includes any custom roles and permissions that you set up in Support. The same logic for page navigation and settings restrictions in the interface are also maintained. Here are a few examples:
- By default in Support, agents could use the Views page to create personal views, but they couldn't create shared views. The same is true in Admin Center.
- In Support, administrators and agents with permissions can create custom user fields. The same is true after the migration.
- If you have restricted agents to only view tickets assigned to their group, the same is true after the migration.
- An agent with a custom role that allows them to manage business rules will have access to the appropriate business rules pages in Admin Center. For example, this agent can create triggers on the Triggers page. Agents without this permission will not be able to manage business rules or access the business rules pages.
- Before the migration, only the account owner could cancel products in Admin Center. The same is true after the migration.
Limitations for Support settings in Admin Center
Current limitations include:
- The Recently viewed menu in Admin Center and the migration onboarding tooltips are not available in Chat-only and Sell-only accounts.
My agents are able to view and click on the Organizations icon, but when they use the search function within the Organization menu they receive an "access denied" error.
Seems like something was changed with the permissions.
Support wasn't able to provide any guidance on this recent change.
FYI: The "edit trigger" button under the webhooks event subscription tab still links to the old triggers page on the support interface instead of in the admin center.
Yes. That seems to be working normally.
Thanks, Chris Fassano. That's good to hear! I'll pass along this issue to our product team. Your agents should be able to search from both locations.
Hi Chris Fassano. Just a follow-up. The product team is aware of this issue and they are working to fix it.
Hello @..., we are working on resolving this issue. Thank you for your patience.
Hello @..., the product team has logged this issue and will work on resolving it. Thank you.
FYI, the "learn about the change" link on the original people page is a 404 (https://support.zendesk.com/hc/en-us/articles/4402602350106)
This seems OK and I think will be a viable option for me having a permanently open tab on the admin settings. As I'm always dipping in and out which is why I have it on another tab.
But please DONT bring the chat box across into the admin.
For months now because the chat box can't tell you have multiple tabs open it constantly plagues for the chat to be enabled or put online etc etc. when you are on the second tab.
It is open and active on the first main tab .
Which is really annoying.
Leave the chat with the desk main view as I always swap back to do stuff with that and give us peace and quiet in Admin Tab without it please.
Hi @.... We've identified this error and are working on a fix. Please find the information you're looking for here: Finding and managing users.
Honestly, most of the changes seem more confusing and not helpful.
I am not a fan of the fact that you can not manage organizations from the admin center. Additionally, the help articles regarding the new organization tab are not clear and if I hadn't known to click the + Add on the top left corner, I never would have worked out how to add a new organization.
I will still need to use 2 tabs to work, in fact, I almost never needed the admin center unless I wanted to change an agent's permissions, now it looks like I will always need to have both tabs open as this split isn't super user friendly.
It is extremely frustrating that I can not easily open multiple "setting panels" at once, without first duplicating the tab before I start working. In fact, once you edit a trigger from inside an event it takes you the current and old interface anyway, not to the new one.
It is not clear when you want to add an end-user in the support center that you need to click team member to do that.
Renaming extensions to targets was also not simple to work out.
This new admin center is clean and pretty, but I don't find the organization or actual use case to be better.
I expect to find more things that annoy or bother me, but this was just a starting point for today.
Thank you for the feedback, @.... I'm sure the product team will consider it.
I've corrected the documentation for adding organizations and wanted to mention that the same +Add tab in Support can be used to add new users, too. The Team members page in Admin Center is meant for adding and managing the admins and agents on your account. I hope this helps!
Hi @...! I'm unable to find the Audit Log anywhere in the Admin Centre -> Account section. Would you please advise as to where it's been relocated (screenshots could be hugely helpful here!)?
Hi @.... I'm not sure why you wouldn't be seeing it. There are several subsections within the navigation under Account and the Audit log option is pretty far down the list in that section (Admin Center > Account > Audit log > Audit log). Perhaps it's a roles and permissions issue, or maybe the information in Viewing the audit log in Admin Center can help you? cc @...
@... thanks for following up! I'm an admin on Support but the audit log section appears to be missing (see below).
What plan type do you have? You need to be a Zendesk admin with an Enterprise plan to see the Audit log. @... @...
Hi @... - great catch, thank you!
I think that's it, as the plan is Professional.
Hi Ian. Glad to help! We have plan banners at the top of our articles, so if you're looking for something and can't find it, that's a good place to check.
I have another issue.
In the new admin center, how do I see my users by role type.
In settings, people -> roles if you click roles you get a list of who is assigned that role.
how do we do this now?
Team members has no filter and roles only lets you edit the settings.
When you're in Admin Center > People > Roles and click on the name of the role, you will see the users in the selected role listed in a panel on the right side of the page.
Hope this helps! Let us know if you run into any trouble.
Well now i see it, I don't find this to be user-friendly though.
I wish there was a way to add a user from here, and that the list of users was more profound. I can only see their name and not their email address for example.
Is this an Enterprise only thing, I don't have Roles in mine at all?
What kind of impact does this have on non-admin Agents who use Support to create Macros, Views, etc based on their role limitations? Will they now have to also go to Admin Center to access them? If so, I assume that what they can view in Admin Center will be limited based on their role?
That is correct; custom roles are only available on an Enterprise Support plan. If you'd like to try that feature out, we can get you in touch with your account manager so that you can take it for a test drive. Thank you for your interest!
Don't like the new admin center. Just more clicks to do anything. Why was this change prioritized?
When you make the final transition (on the week of January 10, 2022) will you keep that Admin cog and turn it into a one-click option that opens a new tab for the new Admin Center?
Currently we have to click the icon in the top-right and then down to the Admin Center link at the bottom of the list.
Would be nice to just have one click from a more central location on the screen, like where the Admin cog currently resides.
Why did the admin center become more complicated?? It's better to move the Admin Center to Admin sidebar than the other way around. We have to constantly go to a new window when we previously can do it in one. Bad move..
This is an unfortunate change, it's made things VERY inconvenient.
Agreed with Holly and Eduardo
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