Creating Custom Roles & Assigning Agents - Frequently asked questions
Frequently asked questions
How can I create custom agent roles in Zendesk?
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…
What permissions can I assign to custom agent roles in Zendesk?
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…
How do I assign agents to custom roles in Zendesk?
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…
Can I create a role similar to a Light Agent in Zendesk?
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…
How can I manage ticket tags with custom roles in Zendesk?
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…
What are the limitations of custom agent roles in Zendesk?
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…
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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.”
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
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