Announcing a new permission to create and edit end users

Announced on | Rollout starts | Rollout ends
September 2, 2025 | September 2, 2025 | September 26, 2025

Zendesk has introduced a new granular permission that allows agents in custom roles to create and edit end users without the ability to delete them, enhancing security and operational control by decoupling these actions.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Zendesk is introducing a new granular permission that allows agents assigned to a custom role to create and edit end users without granting the ability to delete those end users. Previously, the permissions to create, edit, assume, and delete end users were bundled together, meaning if an agent could create, edit, or assume an end user, they also had the power to delete - a security and operational risk. This new permission decouples “delete” from “create/edit/assume,” enabling safer and more precise control over agent capabilities.

Why is Zendesk making this change?

Our customers have expressed the need for their agents to be able to update critical end-user information, such as email addresses, while preventing accidental or unauthorized deletion of end users. The previous combined permission setup led to security concerns and occasional inadvertent deletions. Additionally, although updated permission capabilities were rolled out recently, they still tied the editing and deleting capabilities together, limiting flexibility. This change directly addresses these concerns by allowing admins to tailor roles that better match operational and security needs.

Zendesk is committed to continuously enhancing granular permissions to give organizations ultimate control over privacy, security, and access management, ensuring you can assign precise capabilities that align with your governance requirements.text

What do I need to do?

To take advantage of this new granular permission, go to Admin Center > People > Roles. When creating or editing a role, scroll down to Manage end users to take advantage of the new granular permissions. See Creating custom roles and assigning agents.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.