As maintainers of Zendesk, it is important to understand how to properly edit agents in Zendesk.
Currently, the following items can be changed for an agent:
Under no circumstances should the email ever be changed. This is tied to Okta and can cause serious issues if it were to be changed. Any legitimate requests for this should be forwarded to a Support Operations manager.
NOTE: Just because you can change something on an agent's profile doesn't mean you should. Please ensure an Access Request issue exists for any changes you are making to an agent's profile (not managed via CI/CD).
Note: Any request to have the role changed from Light Agent to any other role must be performed by a Support Operations Manager.
To change an agent's role, an Access Request issue is required. Once you have ensured that exists and has been approved by the agent's manager, you may proceed.
To change the role, first go to the agent's user page. From there, click the link that reads "Manage in Admin Center" (it is underneath the role area on a user page). This will open the admin center, where you can then click a dropdown containing all roles in the Zendesk instance. Select the role you are changing to, then click the blue "Save" button at the bottom of the page. The role will not automatically reflect on the user page, so you will need to refresh the page to see the changes have gone through.
Once the role is changed, update the corresponding Access Request issue.
Changes to agent groups depends on the circumstances. There are basically two different scenarios you can encounter:
This is handled via CI/CD that is run once per day (midnight UTC) using the zendesk-agents project. As such, all changes for groups should be done by updating the support-team.yaml file in the support/team project.
To change an agent's groups, an Access Request issue is required. Once you have ensured that exists and has been approved by the agent's manager, you may proceed.
To change the groups, first go to the agent's user page. From there, click the text next to the Groups label. This will open a modal that shows all the available groups in the Zendesk instance. Clicking on them will select or deselect them. After doing so, click the "Close" button (or anywhere outside of the modal). You should see this update reflect immediately on the agent's user page.
NOTE: Make sure the default group is what makes the most sense for the
agent. As an example, a Light Agent would have a default group of General,
whereas an AMER Support Engineer's default group would be Support AMER.
