How to Edit WFM Roles in Zendesk
How can I edit WFM roles in Zendesk?
Editing WFM roles in Zendesk is straightforward. In the Zendesk WFM web app, hover over the admin icon in the navigation bar and select 'Roles and permissions'. Find the role you want to edit and modify the permissions by toggling them on or off. You can also change the teams, locations, or workstreams that users assigned to the role can access by clicking the 'Scopes' tab. To reassign agents to the role, use the 'Agents' tab. If you need to rename the role, click the 'Actions' menu and select 'Rename'. Once you're done, click 'Save' to apply the changes immediately. For more details, check the originalZendesk help article.
More related questions
Can I delete custom WFM roles in Zendesk?
Yes, you can delete custom WFM roles in Zendesk. To do this, go to the Zendesk WFM web app, hover over the admin icon in the navigation bar, and select 'Roles and permissions'. Find the custom role you want to delete and click the 'Actions' menu,…
What are the default WFM roles in Zendesk?
Zendesk provides two default WFM roles: Admin and Agent. These roles come pre-configured with specific permissions. While the Admin role cannot be edited except for renaming, the Agent role and any custom roles you create can be modified to suit…
How do I rename a WFM role in Zendesk?
Renaming a WFM role in Zendesk is simple. Navigate to the Zendesk WFM web app, hover over the admin icon, and select 'Roles and permissions'. Find the role you wish to rename, click the 'Actions' menu, and select 'Rename'. Enter the new name for…
What happens when I delete a custom WFM role in Zendesk?
When you delete a custom WFM role in Zendesk, any agents assigned to that role are automatically reassigned to the standard WFM agent role. This ensures that no agents are left without a role after the deletion. Remember, standard roles like Admin…
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