Can agents have different roles in Chat and Support?
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 Chat is integrated with Support, the roles are linked, meaning an agent must be an admin in both or neither.
For accounts using Zendesk messaging, agents can have separate roles across Chat, Explore, Guide, and Talk, provided they have a Support license. To determine your account type, check your subscription details. For more information, you can refer to the article onUnderstanding default roles in Zendesk Chat.
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