Understanding the Contributor Role in Zendesk
What is the role of a Contributor in Zendesk Support?
The Contributor role in Zendesk Support is for agents using Zendesk Chat Phase 4 with an integrated Support account. Contributors can view and add private comments to tickets within their groups but do not occupy an agent seat unless upgraded.
This role is also applicable to Sell-only accounts and Chat-only Phase 4 accounts that later integrate with Support. Contributors have limited support capabilities and are not full agents unless manually upgraded.
More related questions
What are the standard agent roles in Zendesk Support?
Zendesk Support offers predefined roles that reflect typical customer support roles. These roles, known as system roles, include Advisor, Staff, and Team Lead. -Advisor: Manages workflow and configures Zendesk, but doesn't solve tickets. They…
What is a Legacy Agent in Zendesk Support?
A Legacy Agent in Zendesk Support is a temporary role for agents who haven't been assigned a new role after an upgrade. These agents retain their previous permissions until reassigned. You cannot assign agents to this role, and it will disappear…
What are the limitations of a Light Agent in Zendesk?
Light Agents in Zendesk have limited capabilities. They can be CC'd on tickets, view tickets, and add private comments within their groups but cannot be assigned to or edit tickets. Light Agents may have permission to view reports, but they cannot…
Can Light Agents be assigned to tickets in Zendesk?
Light Agents in Zendesk are not typically assigned to tickets. However, if they are the only agent in a group, tickets assigned to that group may appear to be assigned to them. This can affect business rules, as Zendesk might treat the ticket as…
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