Creating Custom Chat Roles - Frequently asked questions
Frequently asked questions
How can I create custom chat roles in Zendesk?
Creating custom chat roles in Zendesk allows you to tailor agent permissions to fit your organizational needs. To create a new custom role, navigate to the dashboard and selectSettings > Roles. Click theAdd Rolebutton next to the Search…
What are the predefined chat roles in Zendesk?
Zendesk offers four predefined chat roles: owner, administrator, agent, and agent (limited). Each role has different access levels to chat features. The owner and administrator roles are not customizable, while the agent role can be modified but…
How do I assign custom roles to agents in Zendesk?
Assigning custom roles to agents in Zendesk is straightforward. You can do this by editing an agent's profile or assigning roles to multiple agents simultaneously. For a single agent, go toSettings > Agents, select the agent, and choose a role…
What permissions can I set for custom chat roles in Zendesk?
When creating custom chat roles in Zendesk, you can choose from various permissions to define what agents can do. Permissions include viewing visitor lists, editing visitor information, managing chat history, banning visitors, accessing analytics,…
Can I modify the permissions of predefined roles in Zendesk?
In Zendesk, the permissions for the owner and administrator roles are fixed and cannot be modified. However, you can customize the agent role permissions, but these changes will apply to all users with the agent role. For more granular control,…
How do I manage shortcut roles in Zendesk?
Shortcut roles in Zendesk can be managed by setting permission levels for agents and administrators. These levels include all shortcuts, department, personal, and none. Each level determines the extent to which agents can add or edit shortcuts….
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
