You can add team members (agents and admins) manually, through a bulk import of users, or through the Zendesk API. You must be an admin to add team members.
This article covers the following topics:
Adding an agent or admin
Admins can add any type of user (end users, agents, and other admins).
The account owner can also add agent seats to your subscription. The account owner is included as an agent seat in your subscription.
Before you add a team member, you can check the Seats remaining section of the Team members page to find out whether you have any available seats. If you don’t have any seats left, you won’t be able to add the agent or admin.
The following video gives you an overview of how to add team members:
Adding team members [1:15]
- In Admin Center, click
People in the sidebar, then select Team > Team members.
The Team members page opens.
- Click Add team member.
- Enter the team member’s Name and Email, then click Next.
- In the Assign role section, select the user’s Support role from the
Support drop-down list.
You set only the Support role now. You can set other roles later.
- Click Save.
The new user is saved. If the Also send a welcome email when a new user is created by an agent or administrator option is selected, the new user receives a welcome email and link to sign in.
- (Optional) Click the new team member, who initially appears at the top of the list, to access their profile and assign any additional roles.
After you add the new team member, you can open their Support profile to set user options and agent permissions. On Enterprise plans, agent permissions are not set in the profile, but are determined by the agent’s custom role.
About user options
The following table describes the options that can be set for a new user.
|Email address used for all email communications with the user.
Team members can have more than one email address but one will be their primary email.
|Role||Defines the user's function and access level in your Zendesk Support. There are two user types: End user and Staff Member. Customers are assigned the role end user. Staff members can be assigned a variety of roles, such as agent or administrator. On Enterprise plans, you can create custom roles for agents. Roles and product access are managed in Admin Center. Only admins can change a user's role.|
|Contacts||Other contact information for the user, such as Phone, X (formerly Twitter) handle, Facebook page, and Google account.|
|Phone||Personal telephone number for the user.|
|Alias (Professional and Enterprise)||Alternative name for a team member to use on all communications with customers (also called end users) instead of their real name. If this field blank is blank, the team member's real name is used in email communications.|
|Signature||Closing line added to an agent's email notifications.|
|Tags||List of tags that will automatically be added to new tickets created by this
user. Separate tags with a space. Tags are added to new tickets only, not updated
tickets. This is an optional feature and you may not have enabled user tagging.
For more information about user tags, see Adding tags to users and organizations.
|Organization||A collection of users (typically customers, but can include team members)
created by an admin. On the Team plan, users can belong to only one organization.
On Professional and Enterprise, users can belong to multiple organizations, up to
300. A user does not have to belong to any organization, however.
For more information, see About organizations and groups.
|Language||Language the user will view your Zendesk Support in. This setting affects this user only.|
|Time zone||Local time zone for the user; used to time stamp tickets. This setting affects this user only.|
|Details||Additional details about the user. Address, for example. Details are visible to other team members but not customers.|
|Notes||Additional notes about the user. Notes are visible to other team members but not customers.|
About agent privileges and ticket access
When you add agents you need to define their privileges (groups they will be assigned to, their access to tickets, if they can make both public and private comments, and their forums access). These privileges are described in the following table.
|Groups||List of groups the agent belongs to. Agents must belong to at least one
Click the group name to edit the groups for the agent. For information about groups, see Creating groups.
Define the agent's access to tickets as one of the following:
|Comments||Determine the type of comments an agent can make on tickets.