Why Agents Are Restricted in Zendesk - Frequently asked questions
Discover why some agents are restricted in Zendesk. This page answers common questions about agent permissions, restrictions, and how to manage them effectively.
Frequently asked questions
What does it mean when an agent is restricted in Zendesk?
A restricted agent in Zendesk means they have limited access to tickets. Specifically, they can only view and edit tickets within their assigned organizations and groups. Additionally, restricted agents cannot edit or create end users. These…
How can I remove the restricted label from an agent in Zendesk?
To remove the restricted label from an agent in Zendesk, you need to adjust their access settings. For Enterprise accounts, this is done at the role level, while for other plans, it is managed on the individual agent profiles. By changing these…
Why can't my restricted agent edit or create end users in Zendesk?
Restricted agents in Zendesk are unable to edit or create end users due to their limited access permissions. These agents are confined to viewing and editing tickets only within their specific organizations and groups. This limitation is part of…
How are agent restrictions managed in Zendesk?
Agent restrictions in Zendesk are managed differently depending on your account type. For Enterprise accounts, restrictions are controlled at the role level. For other plans, they are managed on individual agent profiles. These settings determine…
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“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.”
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Zeffy
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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.”
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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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Read FreeCash's case study
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