Changing Default Role for Upgraded Users
Can the default role be changed when upgrading an end user to an agent?
Currently, the default role when upgrading an end user to an agent is set to Contributor and this cannot be changed. This is a hardcoded feature in Zendesk.
The decision to default to Contributor is based on the fact that Contributors do not take up an agent seat, which helps manage license usage. Additionally, Light Agents have more permissions, and not all accounts have access to Light Agents, making Contributors a more universally applicable default role.
More related questions
How can I upgrade an end user to an agent in Zendesk?
To upgrade an end user to an agent in Zendesk, you need to have an extra agent seat available. An administrator can perform this upgrade. To do this, search for the end user in Zendesk Support, open their user profile page, and under 'User type',…
What happens to the default role when upgrading an end user to an agent?
When you upgrade an end user to an agent, the default role is set to Contributor. This is expected behavior and is hardcoded into the system. The reason for this is that Contributors do not take up an agent seat, which helps prevent unexpected…
Why is the default role set to Contributor instead of Light Agent?
The default role is set to Contributor instead of Light Agent for several reasons. Contributors do not take up an agent seat, which helps manage license usage effectively. Moreover, Light Agents have more permissions than Contributors, so…
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