Is it possible for my agents to have separate roles for Chat and Support? For example, could I make someone an admin in Chat, but a regular agent in Support?
This will depend on the type of Chat account you have. There are different types: a standalone version of Chat that is linked to your Support account, an integrated version of Chat that was created from within your Support account, or Support with messaging enabled.
- Standalone Chat accounts can manage their agents and agent roles entirely independently of those in Support. As a result, the same user can have any combination of roles between the two products.
- Integrated Chat accounts do have a dependency on the Support account: an agent must be an admin in both Chat and Support or an admin in neither.
- For accounts using Zendesk messaging, agents require a Support license and can have separate roles in Chat, Explore, Guide, and Talk. For example, an agent in Support can be an admin in Chat.
If you're not certain which type of account you have, check your subscription.
For more information on Chat roles, see the article: Understanding default roles in Zendesk Chat.