Adding agents and admins

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  • David Brown

    I have an inward facing support scenario, all of my agents and end-users are employees. Since the options to add agents has moved to admin center, I can no longer add agents. Our corporate directory is synced via provisioning. I will not manually add user, as this will create a duplicate record for the same individual. It makes no sense, this move to admin center has fundamentally changed the way many features work and effectively broken them.


    Would be helpful to indicate what happens when you add a user. For example, the user receives an email, etc.

  • David Brown

    In my case I have discovered how to add users, I must search for them within Support, select the user column, access their profile, then manage in admin center. It was far easier before, and I like the fact that I could easily see the entire agent pool, end-user pool, etc. from within Support. This has not been an improvement in my use case, it is more tedious.

  • CJ Johnson

    I can't seem to find the setting for a custom role, that allows that role to add agents. All the permissions are set to allowed, but agents in the role can only add end-users.  Is there a specific permission setting that toggles this? They don't get the end-user/staff member toggle option at all when they add a user. 

  • Joyce
    Zendesk Customer Care
    Hi CJ,
    Only Administrators do have the ability to add new agents to the account. Creating or editing other agent or admin profiles is a permission that is available to admins but can't be assigned to agents with custom roles. 

    The complete lists of permissions that agents with custom roles can't have are available in the article Creating custom roles and assigning agents
    Hope this helps!
  • Glenn D Schexnayder

    We're using SSO with our instance of Zendesk, and when I attempt to add a team member, I get a pop-up window telling me "We do not recommend creating users manually when you have remote authentication enabled." I can't seem to find what the recommended way to create users is, however, so I was hoping you could help.

  • Dion
    Zendesk Customer Care
    Hey Glenn,

    This error message is just a reminder in case you have integrations set up between Zendesk and other platforms or services that utilize some sort of data sync or authentication. You should still be able to add end users/staff members, however, we do not have a way to remove the message unless you disable the authentication.



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