Announcing new custom role permission to manage capacity rules

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends</strong></td>
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<td style="height: 22px; width: 33.3333%;">April 2, 2026</td>
<td style="height: 22px; width: 33.3333%;"><span style="color: #000000;">April 2, 2026</span></td>
<td style="height: 22px; width: 33.3333%;">April 8, 2026</td>
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</tbody></table></figure><p><span style="font-weight: 400;">Zendesk is excited to announce the ability to grant agents in custom roles permission to manage capacity rules for omnichannel routing.</span></p><p><span style="font-weight: 400;">This announcement includes the following topics: </span></p><ul>
<li data-list-item-id="eb2bd6ade960cf1b5b8242cfbc6069c70"><a href="#h_01GD3S97RDYVTAFTQ8WR9878VF" target="_self"><span style="font-weight: 400;">What is changing?</span></a></li>
<li data-list-item-id="e406d7d2393a843ddbf10af1b0e73e738"><a href="#h_01GD3S9GD63FPDGQSEFY88M3ND" target="_self"><span style="font-weight: 400;">Why is Zendesk making this change?</span></a></li>
<li data-list-item-id="e5c4d2079e796b770f7aad143be80849c"><a href="#h_01GD3S9TSPXM7M4WHYKYF4E84M" target="_self"><span style="font-weight: 400;">What do I need to do?</span></a></li>
</ul><h2 id="h_01GD3S97RDYVTAFTQ8WR9878VF"><span style="font-weight: 400;">What is changing?</span></h2><p>Until now, capacity rules for omnichannel routing were managed exclusively by admins. Now, with the new permissions, agents in custom roles can be given any of the following levels of permission to manage capacity rules:</p><ul>
<li data-list-item-id="e83e7e57bfe1bf5feaec15038e50c6e70">No permission: This preserves the previous experience, preventing agents in the role from viewing and managing capacity rules.</li>
<li data-list-item-id="e6922aa6fe8bd4bdd64d9a9d55d204325">View and assign capacity rules to agents: Agents with this permission can view the list of capacity rules and assign agents to them, but they can't create or modify the capacity rules themselves.</li>
<li data-list-item-id="e1e10194303d1d03e0f7e59b3d8936ef2">Full access: Agents with this level of permission have admin-level control over capacity rules. They can view, create, edit, delete, and assign capacity rules.</li>
</ul><p>Additionally, as part of this change, we created an <em>Omnichannel routing</em> section within the custom roles permissions list. In addition to the capacity rules permissions, the existing permissions for managing skills (previously under <em>Business rules</em>) and agent status (previously under <em>People</em>) have been moved into the Omnichannel routing section. This change doesn't affect how these permissions function today. It is strictly a relocation of the existing permission within the list.</p><h2 id="h_01GD3S9GD63FPDGQSEFY88M3ND"><span style="font-weight: 400;">Why is Zendesk making this change?</span></h2><p>Many enterprise customers manage large teams of agents and need greater control and flexibility over agent and instance settings. One of the most requested features from omnichannel routing users has been the ability to delegate the management of routing settings, such as capacity rules, to non-admin team leads.</p><p>This update enables non-admin team members, such as team leads, to manage capacity rules without requiring full admin access. This minimizes the risk of unauthorized changes and enhances operational security by limiting access strictly to relevant functions.</p><h2 id="h_01GD3S9TSPXM7M4WHYKYF4E84M"><span style="font-weight: 400;">What do I need to do?</span></h2><p>These updates are being rolled out to all accounts with access to custom roles. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408882153882">Creating custom roles and assigning agents</a>.</p><p>
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