Assigning agents to custom roles in Zendesk is simple. You can do this from either the role's settings or the agent's profile. In the Admin Center, click 'People' in the sidebar, then select 'Team > Roles'. Find the role you want to assign agents to, click the options icon, and select 'Edit'. In the detailed view, use the 'Assign role' option to select team members from the list or search for their names. You can add multiple agents by repeating the search and selection process. Once done, click 'Assign role' to update the list of agents in that role.
Creating custom agent roles in Zendesk is a straightforward process. You can either create a new role from scratch or base it on an existing non-admin role by editing or cloning it. To start, navigate to the Admin Center, click on 'People' in the…
When creating custom agent roles in Zendesk, you have a wide range of permissions to choose from. These permissions define what agents can do, such as accessing tickets, managing users, and interacting with various channels. For example, you can…
Unfortunately, you cannot create a custom role that replicates the Light Agent role in Zendesk. The Light Agent role is a special role that is hardcoded into the system and cannot be cloned or replicated. Custom roles you create will be treated as…
In Zendesk, you can control whether agents can manually add or remove ticket tags through custom roles. However, if you want macros to apply tags without allowing manual tagging, this can only be achieved via the Update Ticket API. Disabling manual…
Custom agent roles in Zendesk come with certain limitations. For instance, agents with custom roles cannot create or edit other agent or admin profiles, install apps, change user roles, or create custom agent roles. Additionally, they cannot bulk…