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Team members and groups


About the Team members page

What's my plan? Quick Look: Admin Center > People > Team > Team members The Team members page in Zendesk Admin...

Edited Jan 10, 2025

6 votes  ·  14 comments

6

Votes

14

Comments


About the Groups page

What's my plan? The Groups page in Zendesk Admin Center provides a central place to see, create, and ...

Edited Jun 21, 2024

0 votes  ·  16 comments

0

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16

Comments


Adding agents and admins

What's my plan? You can add team members (agents and admins) manually, through a bulk import of users, or t...

Edited Feb 04, 2025

13 votes  ·  14 comments

13

Votes

14

Comments


Removing or replacing a team member

What's my plan? You can replace a team member with another team member by demoting the current team ...

Edited Jun 21, 2024

5 votes  ·  4 comments

5

Votes

4

Comments


About team member product roles and access

What's my plan? The Zendesk Admin Center provides a central location for setting a team member’s roles and p...

Edited Jun 21, 2024

4 votes  ·  27 comments

4

Votes

27

Comments


Understanding system custom agent roles in Zendesk Support

What's my plan? On Enterprise plans, you can create custom roles for agents. There are a number of standard custom ...

Edited Aug 28, 2024

3 votes  ·  4 comments

3

Votes

4

Comments


Resetting team member user passwords

What's my plan? This article describes how to use Zendesk Admin Center to reset a team member's password. Team mem...

Edited Jun 21, 2024

0 votes  ·  0 comments

0

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0

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Viewing and managing team member group membership

What's my plan? Groups are used to create collections of team members based on criteria those team members ...

Edited Jan 10, 2025

3 votes  ·  6 comments

3

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6

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Editing team member user profiles

What's my plan? This article describes how to use Zendesk Admin Center to view and update a team member's user ...

Edited Nov 01, 2024

0 votes  ·  0 comments

0

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0

Comments


Managing team member user email addresses

What's my plan? This article describes how to use Zendesk Admin Center to manage team member email addresses. Tea...

Edited Nov 01, 2024

2 votes  ·  0 comments

2

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0

Comments


Bulk importing users

What's my plan? Quick Look: Admin Center > People > Bulk actions > Import users Admins...

Edited Feb 05, 2025

45 votes  ·  81 comments

45

Votes

81

Comments


About the Roles page

What's my plan? The Roles page in Zendesk Admin Center provides a focused place for administrators to c...

Edited Jun 21, 2024

0 votes  ·  0 comments

0

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0

Comments


Creating groups

What's my plan? Quick Look: Admin Center > People > Team > Groups Groups are used to create collections of tea...

Edited Aug 19, 2024

15 votes  ·  29 comments

15

Votes

29

Comments


Using groups

What's my plan? As described in About organizations and groups, groups are used to create collections...

Edited Aug 27, 2024

0 votes  ·  0 comments

0

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0

Comments


Managing groups

What's my plan? Quick Look: Admin Center > People > Team > Groups Groups are collections of team m...

Edited Jan 22, 2025

0 votes  ·  30 comments

0

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30

Comments


About private ticket groups

What's my plan? Quick Look: Admin Center > People > Team > Groups On Enterprise plans, admins can d...

Edited Jun 21, 2024

2 votes  ·  49 comments

2

Votes

49

Comments


Setting reassignment options for groups' solved tickets

What's my plan? Groups are collections of team members based on criteria those team members have in common....

Edited Jan 29, 2025

1 vote  ·  8 comments

1

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8

Comments


Exporting team-member data

What's my plan? Quick Look: Admin Center > People > Team > Team members The Team members page in Zendesk Admin ...

Edited Jun 21, 2024

5 votes  ·  15 comments

5

Votes

15

Comments


Creating private ticket groups and granting agents access

What's my plan? Quick Look: Admin Center > People > Team > Groups Groups are used to create collections of agent...

Edited Jun 21, 2024

0 votes  ·  8 comments

0

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8

Comments


Managing agent interface settings for Support

What's my plan? When you think of the agent experience for Zendesk support, you might think of the Zen...

Edited Jun 21, 2024

0 votes  ·  0 comments

0

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0

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Changing the default group for your account or a team member

What's my plan? It’s important to understand the distinction between your account’s default group and a ...

Edited Jun 21, 2024

3 votes  ·  5 comments

3

Votes

5

Comments


Translating custom agent statuses using dynamic content

What's my plan? Unified agent status is part of omnichannel routing that enables agents to set a single ...

Edited Jun 21, 2024

0 votes  ·  0 comments

0

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0

Comments


Setting roles and access in Zendesk Admin Center

What's my plan? This article describes how to use Zendesk Admin Center to view and change roles for team members....

Edited Jan 31, 2025

2 votes  ·  24 comments

2

Votes

24

Comments


Restricting agent ticket access by brand (Department Spaces)

What's my plan? Important: With the launch of Department Spaces, Zendesk ran a backfill for all...

Edited Feb 04, 2025

4 votes  ·  23 comments

4

Votes

23

Comments


Changing an agent's role

What's my plan? Administrators can change an agent's Support role, for example, by promoting an agent's role ...

Edited Jun 21, 2024

3 votes  ·  5 comments

3

Votes

5

Comments


Managing custom roles

What's my plan? After creating a custom agent role, admins and agents in custom roles with permission ...

Edited Jun 21, 2024

1 vote  ·  6 comments

1

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6

Comments


Creating custom roles and assigning agents

What's my plan? On Enterprise plans, you can define your own agent roles and assign agents to those r...

Edited Jan 27, 2025

20 votes  ·  50 comments

20

Votes

50

Comments


Managing light agent seats in your Zendesk account

What's my plan? Quick Look: Admin Center > Account > Billing > Subscription Light agents are agents that have li...

Edited Jun 21, 2024

0 votes  ·  2 comments

0

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2

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Downgrading and removing an agent

What's my plan? When an agent leaves your team, it's important to maintain your lines of communication with ...

Edited Jan 29, 2025

37 votes  ·  47 comments

37

Votes

47

Comments


Understanding and setting light agent permissions

What's my plan? Note: Most Zendesk Suite plans automatically include a default number of light agents based ...

Edited Jan 06, 2025

41 votes  ·  76 comments

41

Votes

76

Comments