Upgrade End User to Agent in Zendesk - Frequently asked questions
Discover how to upgrade an end user to an agent in Zendesk. This page answers common questions about the process, requirements, and potential issues.
Frequently asked questions
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',…
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.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
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Read FreeCash's case study
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