Creating custom roles and assigning agents

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  • john_weng 翁維澤

    Hi I'm using Professional now, but is interested in Enterprise plan. 

    About Analytics (if Explore is enabled)
    May I know what's the different between "Explore permissions" and "Reports tool in Support"?

  • Josh
    Zendesk Customer Care
    Hi John!
    Thank you for reaching out to us.
    Explore Permission means features available for Zendesk Explore (if available). While Reports tool in Support is just a basic overview.
    Zendesk Explore is the latest reporting tool we have where in you can create custom reports and check default reports for your account.
  • Maria Barrera

    Hi! How can I set up a role that provides access to the chat product?

    I set up the role to have these permissions but the chat box (below) remains unchecked. I need to provision accounts to new agents in bulk (through Rippling) and need to be able to provide access to the Chat product as a default. 


  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Maria,
    Thank you for reaching out to Zendesk Support.
    In regards to your concern, you can create custom roles for Zendesk Chat from the Chat dashboard itself, and go into Settings > Roles. It's separate from the custom role that you have created for Support, Guide, and Talk. 

    Kindly check the screenshot above on where you can access the following. Make sure that you are in the Zendesk Chat page/product. You can go there by clicking the Zendesk product icon from the upper right and then selecting Chat. You will be redirected to the Chat dashboard/page, and from there go to Settings, and you will be able to see the Roles option.
    Thank you and have a wonderful day ahead!
    Kind regards,

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