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Creating custom roles and assigning agents



Edited Jan 27, 2025


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50 comments

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Gabriel Manlapig

Zendesk Customer Care

Hi Mike,
 
In this article, custom roles should is only available on Enterprise and Enterprise Plus plans. In your case, your plan subscription might not meet the criteria to create custom roles.
 
However, if your subscription doesn't support creating custom roles, agents must have access to "All tickets" so they can edit the organization fields. 
 
You can adjust the access an agent has to tickets in their user profile.
 

 
Other than that, if you don't allow your agents to view all tickets, only administrator can edit organization fields. I hope that helps! 
 

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Hello Zendesk,

I took a look a Custom Roles which I am familiar with and was not able to see how we can restrict some Orgs ticket and user view to only certain agents (However, the opposite “aka to restrict agents in a custom role to an organization (Enterprise)” is easy). Maybe I am missing something obvious? So, for example, we would have most of our agents to see everything except those orgs tickets and some limited agents to be able to see Everything including some limited Federal orgs. This is to try to implement our Fed ramp program.

Thank you for your feedback on how best to implement this

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Hi folks,

 

Nice that you implemented this and all, but...

1- Why have all my custom roles enabled these new options by default? They should be disabled with the ability to be turned on, as we don't want everyone to have this permission.

 

2- Why can't I disable those options in any of my custom roles? I untick the options, Save, and then they are still enabled... This is a serious bug as it is giving permission even to Delete my Brands and Organizations to all my agents

Sections being affected:



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Dane

Zendesk Engineering

Hi Anderson,

Thank you for the feedback. Creating custom roles indeed have those options turned on by default. You can always have them disabled whenever you create a new one. I have also tried to disable it on one of my custom roles and did not encounter any issues. What I can suggest is try to clear your cache and try again. If the same issue persisted, please contact our support directly so that we can check it further. 


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Hello Zendesk,

We have a scenario that we are facing issues  with and wanting to seek your thoughts on this.
We create users in Zendesk through BetterCloud-Zendesk Integration and we are only able to create user with the three standard roles "end-user""agent", or "admin".

We have few custom roles that we created in our Zendesk Org and want users to be created  and assigned with our custom roles, but we only see the three standard roles to pick from.
How can we achieve this, any help is appreciated.

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Noly Maron Unson

Zendesk Customer Care

Hi Prateek,

The BetterCloud-Zendesk Integration is a third-party integration created by BetterCloud themselves. We actually do not have the documentation needed nor the developer access to the integration to answer this inquiry. I highly suggest that you coordinate with the integration developer for this question. 

You can utilize the "Contact Us" button in the marketplace to reach out directly to BetterCloud support.

Hope this helps.

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Hello Zendesk
I need to create a role, which would limit the agents to add only 3 attachments per comment and each attachment size shouldn't exceed 3 MB. 

But in create a role options, I dont see anything related to attachments..

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Noly Maron Unson

Zendesk Customer Care

Hi Rajamanju,

There is no setting for a custom role that can limit the number or size of attachments an agent can add per comment. These settings are all hardcoded in the backend and not editable.

See: Attachment size limitations

I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

Thank you.

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It looks like we still don't have the ability to grant non-admins perms to change Capacity Rules in Omni. We need Real Time Analysts at our BPOs to be able to move agents between channels using Capacity Rules but we're not going to give them Admin perms. Please add this.

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Shawna James

Community Product Feedback Specialist

Hey Bobby, thank you so much for providing your feedback here. We would encourage you to cross post this feedback in our community forum here where we collect customer product feedback on Support. Thank you again! 

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Hello All, 

How can we restrict the agents for reassignment tickets and unrestricted the supervisor (custom role) for reassignment? 

Please provide me with a solution to this issue as it's a critical issue for my system. 

Any suggestion for the third-party app would be appreciated.  

Thanks in advance. 

 Akanksha 

 

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How can I prevent a group from viewing or making comments in internal notes?   

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JR Lausin

Zendesk Customer Care

Hi Stephanie,

Please check this new visibility restrictions on tickets requested by agents

https://support.zendesk.com/hc/en-us/articles/5952162640282-Announcing-new-visibility-restrictions-on-tickets-requested-by-agents

Sincerely,
 

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

HI Zendesk team!

We're having a spirited debate between a few Zendesk Admins and I'm hoping you can answer this (and perhaps update the documentation):

An agent may view and edit individual end user profiles in one of the following ways:

  • View only: View end user profiles, but can't create new end users.  - CHOOSING THIS WILL GIVE THE AGENT VIEW ACCESS TO ALL END USERS, CORRECT?
  • Add, edit, and assume profiles in organizations they belong to: Newly-created end users will automatically be assigned to the agent's organization. If your account has multiple organizations, the end user is assigned to the agent's default organization.  CHOOSING THIS WILL ONLY GIVE AGENT VIEW ACCESS TO END USERS IN THEIR RESPECTIVE ORGANIZATIONS, CORRECT?
  • Add, edit, delete, and assume profiles for any end user: Newly-created end users won't have an organization associated with them. CHOOSING THIS WILL GIVE THE AGENT VIEW, ADD, EDIT, DELETE AND ASSUME FOR ALL END USERS, CORRECT?

Sorry for the caps, there's no option for sub-bullet so this is my way of differentiating my question from the article documentation :D 

Sincerely,

Heather

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Destiny

Zendesk Customer Care

Hi Heather, 

Yes, your understanding of these permissions is correct. Here's a summary based on your description:
 
  1. View only: This will give agents view access to all end-user profiles, but they cannot create new users.
     
  2. Add, edit, and assume profiles in organizations they belong to: This will grant agents permission to view, add, edit, and assume (login as) end-user profiles, but only within their respective organizations.
     
  3. Add, edit, delete, and assume profiles for any end-user: This will allow agents to view, add, edit, delete, and assume any end-user profile, irrespective of the organization. So yes, this provides full access to all end users.
     
Remember, these settings provide powerful access control, and it's essential to set them appropriately to protect users' privacy and maintain account security. Always ensure that your agents have just the right level of access they need to perform their tasks effectively. 

Hope that helps~!

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Hi Zendesk team!

 

We have a set of agents whose ticket permissions are set so that they can only view tickets within their groups (‘Ticket’s they can access' is ‘Within their groups’). Is there a way these agents can view the tickets they have submitted to other groups (tickets they are the Requester on) or are CC'd on from within Zendesk, without them having access to other tickets in other groups which they aren't involved on? E.g. If a team member from our data team submits a ticket to HR is there a way for them to view this ticket in Zendesk without having access to the other tickets in the HR queue? Right now this set of agents can still interact with tickets via email but have requested a way to interact with them from within Zendesk.

 

Cheers,

Jacob

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Francis Casino

Zendesk Customer Care

Hello Jacob,
 
I hope you're doing well! I've gone ahead and created a ticket (12810224) to assist you further with this issue. You can look forward to receiving an email from us shortly.

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I am on Enterprise trial and do not have Team > Roles. Is there a different path to it?

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I would like to give a custom role the ability to edit their own schedule - how could I do this? I don't really want to create more Admins just so that they can update their bank holidays and opening hours.

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Hi Team, 
I think it should be noted that Custom roles don't appear to be creatable in the trial zendesk environment.

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