This training material will cover the following topics:
A Zendesk role is essentially a set of permissions that control what an agent can and cannot do.
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.
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.
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, 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.
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).
Note: If users are currently using that role, Zendesk will ask you to first assign those users a new role.