Managing custom roles

What's my plan?

After creating a custom agent role, admins and agents in custom roles with permission can view the role's permissions, who is assigned to it, and edit the role as needed.

The following topics are covered in this article:

• Viewing and editing a custom role
• Deleting a custom role

Related articles

• Understanding native custom agent roles in Zendesk Support

Viewing and editing a custom role

From the detailed view of a role, you can edit the role's permissions and access and see a list of agents assigned to the role. If you're an agent with permission to manage roles, you can't modify your own role assignment or permissions.

To view or edit a custom role

1. In Admin Center, click People in the sidebar, then select Team > Roles.
2. Hover over the row of the role you want to view, then click the option menu icon () and select View or Edit.

   A detailed view of the custom role's settings is displayed. A list of users assigned to the role is also visible in a panel on the right.

3. If editing the role, make your modifications. Keep the following in mind:
   • If you’re editing a custom role’s name, note that the name must be unique and can’t be too similar to the name of an existing role.
   • If you're editing a custom role with a name too similar to a system role, such as Admins or Team Leads, the description can't be changed unless the role's name is also changed.
4. Click Save

Deleting a custom role

You can only delete a role if no agents are assigned to it. If agents are assigned to the role, you must remove them before you can delete it.

To delete a custom role

1. In Admin Center, click People in the sidebar, then select Team > Roles.
2. Locate the role you want to delete, click the option menu icon (), and select Delete.
3. Click Delete role to confirm deletion.