Managing custom roles

After creating a custom agent role, you 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.

To view or edit a custom role

1. In Admin Center, click the People icon () 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 and click Save.

   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.

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 the People icon () 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.