Zendesk Roles

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What this covers

This training material will cover the following topics:

A broad overview of what a Zendesk Role is
How to create a Zendesk Role
How to edit a Zendesk Role
How to delete a Zendesk Role

What are Zendesk Roles

A Zendesk role is essentially a set of permissions that control what an agent can and cannot do.

How to create a Zendesk Roles

To create a Zendesk role, you will first need to go to the Admin Center by clicking on the four squares at the top-right of the page and then clicking Admin Center. From there, locate the Roles link, which is located at People > Team > Roles.

From there, click the blue Create role button at the top right of the page.

On this page, you will first enter the name of the role (be short and specific) and a short description of the role. From there, you will go through all the various permissions and decide which the role can and cannot have.

Once you are done, click the blue Create role button at the bottom-right of the page.

How to edit a Zendesk Role

To edit a Zendesk role, you will first need to go to the Admin Center by clicking on the four squares at the top-right of the page and then clicking Admin Center. From there, locate the Roles link, which is located at People > Team > Roles.

From there, locate the role in question you wish to edit and click on the name.

On this page, you will be able to edit the name, description, and permissions allowed to the role (except for system roles like Light Agent and Administrator).

Once you are done, click the blue Save button at the bottom-right of the page.

How to delete a Zendesk Role

From there, locate the role in question you wish to edit, hover over it, and click the three vertical dots on the right side of the box. You will then click the Delete option. A pop-up box will ask you to confirm the deletion. Click the red Delete role button to confirm the deletion.