Why are some of my agents restricted?

Question

One of my agents has a restricted label next to their name. What does this mean and how can I remove it?

Answer

A restricted agent can only view and edit tickets within their organizations and groups in Zendesk. They can't edit or create end users, nor can they CC unregistered users.

Agent restrictions are controlled at the role level if you're on an Enterprise account or on the individual agent profiles if you're on any other plan.

For more information on how to edit these settings, see Restricting agents to an organization.