How do I grant an agent access to a product?

Question

I want to add an agent to Talk, Chat, or another Zendesk product. How do I set up access for a new agent?

Answer

You can set the product access role for an agent from their user profile in Admin Center.

Follow these steps:

Add the agent as a new Staff user if they are not already added to your account. See the article: Adding agents and admins

Navigate to the user profile of the agent using either of these options:

Option 1: Admin Center > People > Team > Team members

Option 2: Search for the user profile using the search function. Click the Search icon ( ) in the top toolbar and search for the agent name. Look for the agent profile under the Users tab and click on the profile to open it

Click the link Manage role in Admin Center from the left sidebar

Review the roles that the agent has for each Zendesk product and make any changes necessary to grant them access

For more information on each of the product roles and their permissions, see this article: Setting roles and access in Zendesk Admin Center.