|Announced on||Rollout starts||Rollout ends|
|August 21, 2023||August 21, 2023||September 8, 2023|
Zendesk is excited to announce new permissions for agents to add and mange other agents.
On Enterprise and Enterprise Plus plans, agents in custom roles can be granted permission to view and manage other team members with the following options: Not Allowed, View only, and Create, assign roles, edit, and delete. These new options enable agents to assign roles to other agents but not themselves. These permissions are separate from permissions for creating and managing custom roles.
Additionally, agents can also be granted permission to search and view lists of end users, separately from their permission to access individual end user profiles. With this new permission, agents will be able to search for agents by name, email address, phone number, or organization.
For more information, see Permissions that agents in custom roles can have.
Why is Zendesk making this change?
We recognize that admins need to delegate some of their responsibilities. Adding and managing team members within their organization is one piece of that. Defining custom roles and managing their permissions is another piece, which we announced granular permissions for previously. Now agents can be allowed to do all of these aspects of team management without having to be in an admin role.
What do I need to do?
Nothing. This is being rolled out to all Enterprise accounts. When you add or edit custom roles, these new permissions will be available for you to set.