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
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.
- In Admin Center, click
People in the sidebar, then select Team > Roles.
- 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.
- 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.
- 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.
- In Admin Center, click
People in the sidebar, then select Team > Roles.
- Locate the role you want to delete, click the option menu icon (
), and select Delete.
- Click Delete role to confirm deletion.
6 comments
Arezoo Khadem
Hello,
I was wondering if there is a way to change the default support email. For example instead of support@"company name".zendesk.com, we would like to have our customized email address. Is that doable, is that consume a new agent seat?
1
Audrey Ann Cipriano
Hi Arezoo, are you referring to the email address your customers will be sending their requests to? If so, that does not consume an agent seat, you just have to add the customized email address by following instructions here: https://support.zendesk.com/hc/en-us/articles/4408842868506-Adding-support-email-addresses-for-users-to-submit-tickets
Once you have added the support address, you can change the default address by clicking on the default button like in the screenshot below. Thanks!
1
Zubaida Hariri
i need to contact with zendesk customer care representative regarding subscribing an app
0
Anne Ronalter
I have created a ticket and reached out to you via Email so that we can get more details from you in regards to an App subscription.
0
Rhonda Ward
Is there a way to assign a specific default role when creating new agents?
0
Anne Ronalter
thank you for your Feedback on that.
A default role itself is currently not possible, therefore as a workaround, it might be an idea, to have a custom role named "Default Role.".
That way it is always easy and quick for you to choose it when creating a new Agent or Admin.
Here you can find more details on Creating custom roles and assigning agents.
0