Managing Custom Roles in Zendesk
How can I manage custom roles in Zendesk?
Managing custom roles in Zendesk allows for tailored permissions and access levels.
After creating a custom role, admins can assign it to agents who need specific permissions. This is particularly useful for organizations with unique workflows that require roles beyond the standard options.
More related questions
How can I add agents and admins in Zendesk?
Adding agents and admins in Zendesk is straightforward. You can add team members manually, through a bulk import of users, or by using the Zendesk API. To add them manually, navigate to the Admin Center, go to People, and then select Team. From…
What is the process for removing or replacing a team member in Zendesk?
Removing or replacing a team member in Zendesk involves demoting the current team member and assigning their role to another. To do this, go to the Admin Center, select People, and then Team. Find the team member you wish to replace, and you can…
How do I reset a team member's password in Zendesk?
Resetting a team member's password in Zendesk is a simple process. In the Admin Center, navigate to People, then Team, and select the team member whose password you need to reset. You can then follow the prompts to reset their password. This is…
How can I manage team member email addresses in Zendesk?
Managing team member email addresses in Zendesk is done through the Admin Center. Go to People, then Team, and select the team member whose email address you want to manage. You can update their email address as needed, ensuring that all…
What are the standard agent roles in Zendesk Support?
Zendesk Support comes with a number of predefined standard agent roles that reflect typical customer service workflows. These roles include various permissions and access levels tailored to different responsibilities within a support team….
How do I create and manage groups in Zendesk?
Creating and managing groups in Zendesk is essential for organizing your team. In the Admin Center, go to People, then Team, and select Groups. Here, you can create new groups by defining criteria that team members have in common. Managing these…
How can I bulk import users into Zendesk?
Bulk importing users into Zendesk is a great way to add multiple team members at once. Navigate to the Admin Center, select People, then Bulk actions, and choose Import users. You can upload a CSV file containing the details of the users you want…
What are private ticket groups in Zendesk?
Private ticket groups in Zendesk are collections of agents that can be used to manage sensitive or restricted tickets. On Enterprise plans, admins can define these groups to ensure that only authorized agents have access to certain tickets. This…
How do I change an agent's role in Zendesk?
Changing an agent's role in Zendesk is a task for administrators. In the Admin Center, go to People, then Team, and select the agent whose role you want to change. You can promote or demote their role based on their responsibilities. This…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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