This training material will cover the following topics:
Note: We do not do provisioning of light agents for Zendesk Global. Please see Provisioning and Deprovisioning Agents for more details.
All requests to provison should be done via Access Request issues. These should align with the baseline entitlements of the team member. In cases where the request for provisioning falls outside of the baseline entitlements, please reach out to a Support Ops Manager before proceeding.
To begin, you should go into Zendesk and locate the user (if one already
exists). From there, locate the Manage in Admin Center link (towards the
top-left of the page) and click on it. This will open the admin dashboard,
where you can modify the user's role. After doing so, click on the blue Save
button.
If the user does not exist, you will need to manually create one first. To do
this, hover over the + Add area at the top-left and click Add user. From
here, a pop-up box will allow you to enter the user's email and name. For User
type, click the bubble next to Staff member. This will show a dropdown to
select the user's role. After doing all this, click the black Add button to
create the user.
From here, you will need to edit the user's groups. Select the correct ones based off the access request issue (make sure to change the default group for the user).
After doing all this in Zendesk, you then need to go to the corresponding application in Zendesk (see Useful links down below).
On this page, you want to first search for the user (using the email address) to see if the application is already assigned.
Assign button and then select Assign to People. From there, search
for the user in question by email address. Once located, click the blue
Assign link next to the user. As the settings are managed via Zendesk, you
only need to click the blue Save and Go Back button to complete the
assignment.With all that done, update the access request issue to indicate the provisioning has been completed.
All deprovisions should be done either via an Access Request issues or via an Offboarding issue.
To deprovision a user, you must do the following steps:
+ New Ticket in the top-center of
the page and then click Suspend access.User type at the top-left of the page and select
End user.Once that is done, you are free to indicate the deprovisioning is completed in the issue.