There are a number of native agent roles that are predefined for you that reflect typical customer support roles as well as roles specific to your Zendesk plan and products.
This article includes these sections:
Related articles
Native agent roles
These roles are predefined based on typical customer support roles.
| Role | Description |
|---|---|
| Advisor | Advisors manage the workflow and configure your Zendesk. They create or manage shared automations, macros, triggers, and views. They also set up the service level agreements, channels, and extensions. Advisors don't solve tickets, they can only create tickets on behalf of end users and make private comments. |
| Staff | A Staff agent's primary role is to solve tickets. They can create tickets on behalf of an end user, edit tickets within their groups, view reports, and add or edit personal views and macros. |
| Team lead | Team leads have greater access to your Zendesk than staff agents. They can read and edit all tickets, moderate forums, create tickets on behalf of an end user, and create and edit end users, groups, and organizations. |
Other unique agent roles
Depending on your Zendesk plan and the products and features it provides, you might see these unique agents roles in your account.
| Role | Description |
|---|---|
| Contributor | If you are using Zendesk Chat Phase 4 with an integrated
Support account, each new Chat agent is also added to your
Support account as a contributor. Contributors in Support have
limited privileges; for instance, contributors can
only
view
tickets
in their
groups,
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.
If you have a Sell-only account, existing Sell users will be added to a Support account as contributors. If you have a Chat-only Phase 4 account, and later create an integrated Support account, existing Chat agents will be added to your Support account as contributors. For more information, see Creating agents and departments in the Zendesk Chat Help Center. |
| Legacy Agent | This is a transitory role that includes all agents who have yet to be assigned to a role. For all these agents, we are maintaining the permissions they previously had on the plan you upgraded from. Also, you cannot assign agents to this transitory role. Lastly, this role will disappear after all its members have been assigned to other roles. |
| Light Agent | Light agent is a limited agent role. Light agents can be CC'd on tickets, can view tickets, and can add private comments to tickets within their groups. They cannot be assigned to or edit tickets. Light agents can be given permission to view reports or they can be restricted from viewing any reports. They cannot create or edit a report. The number of light agents you can add depends on your plan. See Understanding light agent permissions. |
4 Comments
For INTERNAL Guide article visibility - normally choosing the "admin and agents only" setting gives light agents visibility - so if your organization uses Zendesk for internal documentation as well as public - making all your employees light agents works - will the Contributor roll function like this?
I am finding it odd that the "Native Agent Roles" listed here are not listed on this other page: https://support.zendesk.com/hc/en-us/articles/4408832171034
For Light Agents, we are seeing tickets auto assign to a Light Agent. It seems like Zendesk is doing this as the Light Agent is the only 'agent' in the Group that the ticket is assigned to.
Is this expected behaviour? That indeed Light Agents are assigned to tickets if they happen to be the only agent in the Group the ticket is assigned to?
It's weird because the events show the ticket assigns to a Group and the Light Agent in the Group but when I look at the ticket from a Admin perspective, there is no Group or assignee in the 'Assignee' field on the ticket.
Any thoughts on what is happening here? This impacts business rules as Zendesk 'thinks' the ticket is assigned to an agent and therefor certain triggers we want to fire, don't fire like 'Notify Group of Assignment'.
See screengrabs.
Ticket Events
Relevant Trigger
Light Agent Paul's role permissions
If only one agent belongs to a group, all tickets assigned to that group will be assigned directly to that agent. The status of the ticket will automatically move from New to Open.
For more information about triggers, see Creating and managing triggers.
I have created a ticket on your behalf so we can further discuss your use case.
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