Changing an agent's role

Administrators can change an agent's Support role in the following ways:

• By upgrading the agent to an administrator role
• By downgrading the agent to an end-user role
• Removing a user from your account

Before proceeding, we recommend you read the article Best practices for removing agents, which contains suggestions to avoid some of the common pitfalls in this process.

Upgrading an agent's role to administrator

Administrators can promote agents to the administrator role.

To promote an agent to the administrator role

1. In Admin Center, click the People icon () in the sidebar, then select Team > Team members.
2. Locate the agent and click Edit.
3. In the Roles area of the agent's profile, click Manage in Admin Center.

   You are redirected to the agent's roles and access settings in Admin Center.

4. For the Support product, select Admin from the Role drop-down list.

   

5. Save your changes.

   An email is sent to all administrators notifying them that the person has been added as an administrator.

The agent's existing group assignments remain; you can add or remove them from groups as needed.

Downgrading an agent's role

Administrators can downgrade an agent's role to end user.

To downgrade an agent's role

1. In Admin Center, click the People icon () in the sidebar, then select Team > Team members.
2. Locate the agent and click Edit.
3. On the agent's profile, set the User type to End user.

Removing a user from your account

After downgrading the agent to an end user, you can suspend them from the account. This removes them from your Support instance.

To suspend a user from your account

1. In Support, click the Customers icon () in the sidebar.
2. Locate the agent who was downgraded to an end user and click Edit.
3. Click the drop-down icon at the top-right of the profile and select Suspend access.