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In the Admin Center, you can set team roles and access for various product areas like Support, Knowledge, AI agents, Analytics, Voice, Chat, and QA. This helps manage permissions and responsibilities for admins, agents, and other team members. Customize roles to fit your team's needs and ensure everyone has the right access to perform their tasks effectively.
The Zendesk Admin Center provides a central location for setting a team member’s roles and product access across multiple Zendesk products. A team member is anyone you add to a Zendesk account who is not an end user. Team members are also called staff, admins, and agents.
This article includes an overview of the team roles you can set in Admin Center and compares them with the legacy roles that were previously available within each product.
Support roles
| Role | Description |
|---|---|
| Admin | Can manage all Support settings except billing and can also manage Talk settings, regardless of their Talk role. |
| Agent (Team, Growth, Professional) | Can view and update tickets. Admins can control which tickets each agent can view and update. |
| Custom roles (Enterprise and Enterprise Plus) | Admins can define their own agent roles. Role settings control which tickets an agent can view and update. |
| Contributor (Chat Phase 4 only) | Can provide limited support by viewing and adding private comments to tickets
in their groups. 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 can provide limited support by viewing and adding private comments to tickets in their groups. Contributors do not occupy an agent seat in Support, unless they are manually upgraded to an agent role. 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. |
| Legacy agent | This is a transitory role on Enterprise plans that includes all agents who have yet to be assigned to a role. For all these agents, we are maintaining the permissions they previously had on the plan you upgraded from. Also, you cannot assign agents to this transitory role. Lastly, this role disappears after all its members have been assigned to other roles. |
| Light agent |
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. You must have a Suite Growth plan or above, or a Light agents or Collaboration add-on, to have light agents. |
Knowledge roles
| Role | Description |
|---|---|
| Admin | Can manage all settings and permissions in Knowledge admin. |
| Agent | Can create, edit, and publish articles (if enabled by an admin). This role does not consume a seat when used in conjunction with the Light agent seat. However, it does consume an extra seat when used in conjunction with the Contributor seat. |
| Viewer | Can view and comment on published articles. (The team member will have the
same permissions and access as an end user.) This role does not consume a seat when used in conjunction with a free Support seat such as Contributor or Light agent. |
AI agents - Advanced roles
Within the AI agents - Advanced add-on, there are three user roles:
- Client admin: Can view, add, and edit all AI agents and users within an organization.
- Client editor: Can view and edit all AI agents within an organization.
- Client user: Can view and edit specified AI agents within an organization.
For instructions on creating users, see Adding agents and admins and setting ticket access. For information on controlling users’ access to specific AI agents within the add-on, see Managing user access to advanced AI agents.
The table below lists the specific access levels for each role.
| Access | Role | ||
| Client user | Client editor | Client admin | |
| Features | |||
| Analytics | ✔️ | ✔️ | ✔️ |
| Training center | ✔️ | ✔️ | ✔️ |
| Content | ✔️ | ✔️ | ✔️ |
| Dialogue builder | ✔️ | ✔️ | ✔️ |
| Conversation logs | ✔️ | ✔️ | ✔️ |
| AI | ✔️ | ✔️ | ✔️ |
| Settings | |||
| AI agent settings | - | - | ✔️ |
| CRM integration | - | - | ✔️ |
| Generative replies | - | - | ✔️ |
| Entities | ✔️ | ✔️ | ✔️ |
| Actions | View only | ✔️ | ✔️ |
| AI agent access management | |||
| Browse user list | - | - | ✔️ |
| Manage user access to advanced AI agents | - | - | ✔️ |
| Edit AI agents |
✔️ (specified only) |
✔️ (all) |
✔️ (all) |
| Exporting data | |||
| Conversation logs | ✔️ | ✔️ | ✔️ |
| Intents and training data | ✔️ | ✔️ | ✔️ |
| Translations | - | - | ✔️ |
| AI agent and organization management | |||
| Create AI agents | - | - | ✔️ |
| Delete AI agents | - | - | - |
| Manage organization | - | - | ✔️ |
| Create new organization | - | - | - |
Analytics roles
| Role | Description |
|---|---|
| Admin | Can manage all settings and permissions in Explore. |
| Editor | Can create and manage dashboards, queries, and datasets. |
| Viewer | Can access shared dashboards. |
| The Explore Viewer role does not consume a seat when used in conjunction with a free Support seat such as Contributor or Light agent. If an agent has a custom role and the role has the Manage channels and extensions permission enabled, Support and Talk agents can make changes to Talk settings. | |
Voice roles
| Role | Description |
|---|---|
| Admin | Can manage all Talk settings but cannot make or receive calls. Does not require a Talk seat. |
| Team lead | A Talk admin who can also make or receive calls. |
| Agent | Can make or receive calls. |
| The Talk Admin role does not consume a seat when used in conjunction with a free Support seat such as Contributor or Light agent. | |
Chat roles (live chat and messaging)
Chat roles are required for users working with live chat or messaging conversations. The following table shows the Chat roles available in Admin Center.
For more information on roles for messaging, see Giving agents access to messaging channels.
| Role | Description |
|---|---|
| Admin | Can manage all Chat or messaging settings and provide chat or messaging support. |
| Agent | Can serve chats or messaging conversations, and provide chat or messaging support. |
| Agent (limited) | Can serve social messaging conversations and live chats only. |
| Custom roles (Enterprise) | Admins can define their own Chat roles. |
Zendesk QA roles
The following table shows the Zendesk QA roles available in Admin Center. For more information, see Understanding roles and permissions in Zendesk QA.
Zendesk QA permissions apply to the default workspace only. Additional workspace permissions can be added on the Zendesk QA side.
| Role | Description |
|---|---|
| Admin | Can see everything and manage all settings. |
| Agent | Can view their own conversations, reply to feedback, and view their customer reviews. They have workspace-specific permissions and can view and edit data within their assigned workspaces only. They also have access to their own dashboard and can perform self-reviews, if enabled. |
| Reviewer | Can view all reviews but cannot edit workspace settings. Can perform peer reviews. |
| Workspace lead | Can view everything in the workspace and manage quizzes, assignments, groups, disputes, and calibration sessions. Cannot edit other workspace settings or scorecards. |
| Workspace manager | Can view all reviews and manage all workspace settings. |
| Connected user | Connected users don't have access to Zendesk QA. Their conversations are available for review, but these agents are unaware that they're being reviewed. |