Defaulting to a New Agent Role


  • Nicole Saunders
    Zendesk Community Manager

    Hi Michael,

    It looks like you have filled your maximum number of agent seats, which is why the new agents cannot be assigned any role besides Contributor, because Contributors do not occupy an agent seat in Support. You can find more information on what access Contributors have in this article: Creating custom roles and assigning agents

    And here is information on  how to add or remove agent seats on your account 

    I hope that helps!

  • Michael Corcoran

    Thanks Nicole, but my question wasn't why I couldn't assign a role other than contributor - it was how to I set up Zendesk so that the default new agents role once an agent is promoted from an End User are "Team Member" not "Contributor" - so this is a setting questions not a licensing question.

  • Malinda
    Zendesk Customer Care

    Hi Michael,

    Customizing the default role is not supported. The default is Contributor because agent seats are paid for while contributor seats are not. By giving you the opportunity to change the roles in the Admin Center, you will have more control over managing your paid agent seats.

    You can view more information on how to utilize the Admin Center through this article:

    Settings roles and access in the Admin Center

    I hope that answered your question!


  • Jiri Fait

    Why did you change it from Light Agent to Contributor? Plus, what is the difference in terms of rights and permissions?

  • Jupete Manitas
    Zendesk Customer Care

    Hi Jiri,

    Thanks for writing! Currently, Light agents did not change to Contributor. Light agents remain as described here Understanding and setting light agent permissions under collaboration feature. You may want to check this guide that describes all the Staff roles in the admin center including contributor - About staff roles in Zendesk Admin Center.

    I hope this helps!

  • Daniel Terlizzi

    I am having the same experience.

    @..., @..., and @..., what I believe @... and @... meant is that the default role that is preselected when clicking on "Manage in Admin Center" from a user record, used to be "Light Agent" and is now "Contributor". This is an extra 4 clicks to switch to "Light Agent" and then save, what used to be simply changing it in the user record has now become, one click to go to the Admin Center then two clicks to set it to "Light Agent" (here the new default is Contributor) and the last click is the Save button (without counting closing the new Admin Center browser tab)!

    @..., I think this is the answer to your question about the difference between Light Agent and Contributor? And additional details about Light Agents.

    Does anybody know how to do this with fewer clicks?



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