Why Agents Can't Edit Fields - Frequently asked questions
Discover why some agents can't edit user and organization fields in Zendesk. Explore common issues, solutions, and tips in our comprehensive FAQ section.
Frequently asked questions
Why can't some agents edit user and organization fields in Zendesk?
Agents may be unable to edit user and organization fields due to their account's pricing plan and role settings. For all plans, agents can modify end-user profiles if they have access to all tickets. However, they cannot modify organization…
How can I enable agents to edit user fields in Zendesk?
To enable agents to edit user fields, ensure they have access to all tickets. In lower-tier plans, agents can edit end-user information if they have access to all tickets, not just those in their group. Adjust this by editing the agent's profile…
What are the limitations for agents editing organization fields in Zendesk?
Agents generally cannot edit organization fields unless specific settings are enabled on the Enterprise plan. On all plans, agents are restricted from modifying organization fields. However, on the Enterprise plan, you can allow this by adjusting…
Why can't Light Agents edit user or organization fields in Zendesk?
Light Agents have restricted permissions and cannot edit user or organization fields. Light Agent permissions are fixed and cannot be modified to allow editing of user or organization fields. If you need more flexibility, consider adjusting the…
How do custom roles affect agents' ability to edit fields in Zendesk?
Custom roles on the Enterprise plan determine agents' ability to edit user and organization fields. If an agent cannot edit these fields, check their custom role settings. Ensure that 'Manage user fields' and 'Manage organization fields' are…
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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?”
“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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