Getting started with Zendesk Suite - Part 2: Adding team members

When you add admin and agent users to your Zendesk Suite account, you select the products
they have access to and also their role permissions.
All users are added to your account in Admin Center via the Team members page or
the Add tab in the Agent Workspace.



Note: Users can also be added via a bulk import and the Zendesk API. For more
information about all your options for adding users, see Adding end users.

When you add a user, you choose their type as either a staff member (team member) or an end
user. You then assign your team members to the different parts of Zendesk Suite by
editing their user profile.

In a team member’s profile you click the Manage in Admin Center link, as shown
above. See Opening the team member profile for step by
step instructions.
On the team member’s profile page in the Admin Center, you choose which Zendesk Suite
products the team member has access to and also their role (what actions they are
allowed to take in each of the selected products).

As you can see above, all team members have access to Support; however, what they are
allowed to do in Support (and in the other products) is based on their assigned role.
See Setting roles and access in Zendesk Admin
Center.
Each product contains an admin role, which allows the person assigned to this role to
access the product’s admin settings to do things such as configuring the product,
setting up workflows, and so on. You can assign the admin role to as many people as you
need to.
Agents provide customer support, interact with end users (via email, chat, messaging,
voice, and other channels) and solve their support issues. Admins are also agents.
What an admin or agent can do in a product varies. Also, there are additional roles for
each product. The role options are displayed when you click the Role drop-down
list. For a detailed explanation of the roles for each product, see About team member product roles and access.


Note: In the Enterprise and Enterprise Plus versions of Zendesk Suite, you can also
create custom roles. See Creating custom roles and assigning agents.



Organizing team members into groups

After you’ve added your team members (your admins and agents and other team member
roles), you organize them into groups. This is also done in Admin Center.
Groups collect team members together based on criteria those agents have in common.
Groups can only contain team members; no end users can be included. All team members
must be assigned to at least one group, but they can be members of more than
one.
Groups are essential to defining support workflows. For example, you may have a group
of agents who specialize in a particularly complex support area. When a support
request is received that requires that level of expertise, the request can
automatically be assigned to that group.
For more information about creating groups, see Creating groups and assigning agents and
Creating private ticket groups and granting
agents access. Automatic routing of tickets is described below in Part 6: Routing incoming support requests.

Continue to Part 3: Understanding how end user accounts are
handled.