Agent Roles in Chat & Support - Frequently asked questions
Discover how to assign separate roles for agents in Zendesk Chat and Support. Explore common questions and solutions for managing agent roles effectively.
Frequently asked questions
Can agents have different roles in Zendesk Chat and Support?
Yes, agents can have different roles in Zendesk Chat and Support, but it depends on your Chat account type. If you have a standalone Chat account, you can assign any combination of roles to your agents between Chat and Support. However, if your…
How do standalone and integrated Chat accounts differ in role management?
Standalone and integrated Chat accounts differ significantly in how they manage roles. With a standalone Chat account, you have the flexibility to assign any combination of roles to your agents between Chat and Support. This means an agent could be…
What roles can agents have with Zendesk messaging enabled?
With Zendesk messaging enabled, agents can have separate roles across different products, provided they have a Support license. This setup allows for more flexibility, as an agent in Support can be an admin in Chat, Explore, Guide, or Talk. This…
How can I check what type of Zendesk Chat account I have?
To check what type of Zendesk Chat account you have, you should review your subscription details. This information will help you understand whether you have a standalone Chat account, an integrated Chat account, or if you are using Zendesk…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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