Admin vs Team Lead Roles in Zendesk Talk
What is the difference between Admin and Team Lead roles in Zendesk Talk?
The Admin role in Zendesk Talk allows you to manage settings but not handle calls, while the Team Lead role lets you do both.
Admins can view and manage all Talk settings without consuming an agent seat. However, if you need to make or receive calls, switching to a Team Lead role is necessary, which will consume an agent seat. For more information, refer to the article: About staff roles in Zendesk Admin Center.
More related questions
Why can't I place calls as an admin in Zendesk Talk?
Admins in Zendesk Talk can't place or receive calls by design. If you want to make or receive calls, you need to change your role to Team Lead. As an admin, you have access to the dashboard and can manage all Talk settings, but the role doesn't…
How can I change my role to make calls in Zendesk Talk?
To make calls in Zendesk Talk, you need to change your role to Team Lead. Admins can't change their own roles, so you'll need another admin or the account owner to update your role. This change will allow you to handle calls while maintaining some…
Why does the Admin role in Zendesk Talk not consume an agent seat?
The Admin role in Zendesk Talk doesn't consume an agent seat to allow flexibility for those setting up Talk without needing to handle calls. This design choice helps organizations save on costs by not requiring a paid Talk seat for admins who don't…
Can an admin manually override the call handling limitation in Zendesk Talk?
Admins cannot manually override the call handling limitation in Zendesk Talk. To handle calls, you must change your role to Team Lead. This change requires another admin or the account owner to update your role, as admins can't modify their own…
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