Upgrade End User to Agent in Zendesk
How can I upgrade an end user to an agent in Zendesk?
To upgrade an end user to an agent in Zendesk, you need to have an extra agent seat available. An administrator can perform this upgrade.
To do this, search for the end user in Zendesk Support, open their user profile page, and under 'User type', select 'Staff member'. If the user is already logged in, they will need to refresh their browser to see the changes. For more details on setting roles and access, you can refer to the article: Setting roles and access in Zendesk Admin Center.
More related questions
What happens to the default role when upgrading an end user to an agent?
When you upgrade an end user to an agent, the default role is set to Contributor. This is expected behavior and is hardcoded into the system. The reason for this is that Contributors do not take up an agent seat, which helps prevent unexpected…
Why is the default role set to Contributor instead of Light Agent?
The default role is set to Contributor instead of Light Agent for several reasons. Contributors do not take up an agent seat, which helps manage license usage effectively. Moreover, Light Agents have more permissions than Contributors, so…
Can the default role be changed when upgrading an end user to an agent?
Currently, the default role when upgrading an end user to an agent is set to Contributor and this cannot be changed. This is a hardcoded feature in Zendesk. The decision to default to Contributor is based on the fact that Contributors do not take…
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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.”
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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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