Understanding Zendesk Support user roles

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  • Megan Lalock

    I wanted to bring up the discussion on the amount of time this takes to update in your instance. What is the average timeframe this update takes on an account that didn't have this enabled? I started my update on 3/21 and even now on 3/24 it still hasn't finished. It would be nice to know the window we would be looking at for update time in rolling this out. 

  • Susana B.
    Zendesk Services Team

    Hi Megan! I can see that you reached out via a ticket for this issue and the problem appears to be resolved.

    Susana B.
    Customer Advocate/ San Francisco

  • Jonathan

    In explore what is difference between assignee role "agent" and requester role "agent" ? Which would be the accurate count to track licenses? 

    Why would there be inconsistencies between the agents in both? 



  • Cheeny Aban
    Zendesk Customer Care

    Hi Jonathan,

    Assignee is the agent or end-user currently assigned to a ticket. Assignee is used in macros, views, automation, triggers, and reports to refer to or set the assigned agent.

    A requester is the person who made the support request. The term is used in macros, views, automation, triggers, and reports to refer to the person who generated the support request. 

    In Explore, when you say Assignee role is Agent - the ticket is assigned to an agent, while Requester role is Agent - the ticket is created by an agent but it may or may not be assigned to an agent, it could be assigned to a group or unassigned.

    When you say you are tracking licenses, are you pertaining to your agent seats? if yes, I suggest that you use assignee role agent.

    All the best!


  • Ravindra Singh

    What is the difference between end-user role and Contributor?

  • Alex
    Hello Ravindra,

    Contributors are Chat agents who have limited privileges in integrated Chat-Support accounts; for instance, Contributors can view some tickets, but cannot respond or otherwise interact with them. Contributors do not occupy an agent seat in Support unless they are manually upgraded to an agent role.
    End users (often referred to as customers) are people who generate support requests from any of the available support channels (help center, email, voice, messaging, and so on.). End users do not have access to any of the admin and agent features of Zendesk. They can only submit and track tickets and communicate with agents publicly (meaning their comments can never be private).
  • Gary

    The Admin role really needs splitting.

    Most companies have IT Support departments that are responsible for granting user access and general managing of permissions. We don't want them to be working on business rules.

    Besides that, charging full agent price for users that don't use any Zendesk functionality is ridiculous. I want my IT Support team to do the above user admin but it would cost us £360 a month just to do that and grant them way more power than they need.

    Having a single owner is also very bad practice. It leads to either shared credentials or having a single point of failure.

  • Dave Dyson
    Hi Gary, 
    Can you upvote and add your use case to this product feedback thread? Billing admin / Owner as light agent
  • Mary Paez

    When I create an Explore report, I see Anonymous user, end user and staff member when using the "Views user role" field. What is anonymous?

  • Brett Elliott
    Zendesk Product Manager

    Thanks for the question, Mary Paez. An anonymous user is anybody who visits your help center without signing in.

  • Neil
    Zendesk Customer Care
    Thanks for the input, Brett.
  • Anelive Saguban


    We are in the middle of integration and came across a huge hiccup where our integrators has not given us answers yet. 

    we have set an email address for support. what is happening now is that agent and light agent emails to our support email address are not captured in zendesk. can anyone tell me why this is happening? 

  • Hiedi Kysther
    Zendesk Customer Care

    Hi Anelive Saguban

    There are a couple of reasons that we need to check that may have caused this. So, to better assist you - I've created a ticket on your behalf. Please watch out for my email so we can investigate this further. Speak soon! 

  • Dana Appamondo


    Adding a comment here as per advice from Support. 

    It is pretty vital that agents can add a user, I can't see any logic why they would need access to 'all tickets' to be able to do that. Particularly when access to tickets 'in agents groups' is a common config and the particular platform I am working on is built on that basis specifically due to legal restrictions around data.

    This article was updated in Nov 22 and I have seen on another article here where people have advised their agents who could only access tickets in groups were able to add end users but no more. That was back in April, the platform I have just launched with restricted ticket access has been in the works since before then. Another user has queried if this rule has always been the case but did not get an answer.

    Edited to add: we have also found that agents not having access to 'all tickets' on Suite Professional means they cannot assign tickets to groups they are not a part of e.g. Team Leaders, Management for escalation process. Again, what I would have thought is basic functionality.

    Information / thoughts on this would be appreciated, as well as confirmation on when it changed.


  • Ulises Soto

    I noticed that agents who have access to all tickets can also assume the identity of end users. 

    Once they have access to all tickets this drop-down menu appears under the user profile tab allowing them to perform those actions:


    This might be something that could be added to this article as well: https://support.zendesk.com/hc/en-us/articles/4408894200474-Assuming-end-users 

  • Swagat


    I would request you to add a section for contributor access and provide a link to https://support.zendesk.com/hc/en-us/articles/4408883763866-Understanding-Zendesk-Support-user-roles too. In one of my cases, two contributors had been assigned editor access for explore (inadvertently). And it was consuming licenses. I had to chat with Zendesk support to figure that out.


  • Colleen Hall
    Zendesk Documentation Team
    Thank you for your feedback, Swagat. I've updated the article with the information.
  • Brandon DeVore

    My company does outreach to our customers informing them of an issue that we identified in the field, and we are requesting more information or a purchase order at that time from our customer. In this scenario, who should the requester be and who should be the assignee? 

  • Swagat

    Thank you Colleen for your prompt action. I actually meant for this article but I realize that by mistake, I shared the link to the current article only.

    The link that you have provided is also good. But I believe the article 'Understanding and checking agent seat usage' is much more clear and comprehensive. Would you mind mentioning this article too if you find this relevant enough (like I do :) )?


  • Sydney Neubauer
    Zendesk Luminary

    It would be nice to have a break down of what Admins can do that NO ONE else can do. There are a lot of subpermissions that bring custom roles up to admin levels of permissions but some things that can't be configured. it would be nice to know exactly what CAN'T be replicated


    • Access all tickets (not just the tickets they are assigned to) - sub permissions
    • Access, create, and edit business rules (automations, macros, SLA service targets, triggers, views) - subpermission
    • Access and edit targets - subpermission
    • Install and configure apps - Admin only
    • Create reports - subpermission
    • Edit all reports - subpermission
    • Access and manage settings (account, security, channels, ticket fields, and so on) - subpermission for most part
    • Add, manage, and delete end users, agents, and admins - subpermission
    • Promote agents to the admin role - Admin only
    • Create groups and organizations - subpermission
    • Assume an end user's identity - Admin only
    • Create custom agent roles (Enterprise plan only) - subpermission
    • Access and manage Talk settings - Admin only (There is a subpermission for Talk dashboard but not sure if that includes Talk settings)
  • Michi Moskovitz

    What if I have an external customer, who can submit a ticket on behalf on other requesters. Then, I also want that submitter to view those other tickerts (alongside the requesters). Which role should that submitter be?

  • Gab
    Zendesk Customer Care
    Hi Michi, 
    If a non-registered customer submits a ticket, depending on how your end users are configured on your account, they may receive a Welcome Email that prompts them to verify their email address and create a password so that they can sign in to your Help Center. All external users outside your organization or Zendesk account falls under the End-user role. 

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