Announcing a new custom role permission to manage ticket settings

Announced on | Rollout starts | Rollout ends
May 26, 2026 | May 26, 2026 | May 28, 2026

We’re excited to introduce a new custom role permission that gives you greater flexibility in managing your support operations. The Manage ticket settings permission allows agents in custom roles to access and modify ticket settings in Admin Center—a capability previously limited to admins. This change is available on Enterprise plans and above.

This announcement includes the following sections:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

A new permission called Manage ticket settings is now available for custom roles in Admin Center.

When enabled, agents with this permission can access and configure all ticket settings, including:

Comments and attachments settings

Downloads and attachments

Ticket followers configuration

Assignment options

Notification preferences

Custom ticket statuses

Agents with this permission enabled will see a new Settings page under Tickets in the Admin Center sidebar. From there, they can make changes that apply across the entire account, just like an admin.

This permission is not enabled by default for any existing or new custom roles. Admins and custom role managers must explicitly enable it for the roles that need this access.

Why is Zendesk making this change?

We understand that many organizations need to distribute administrative responsibilities without granting full admin access to every team member. Previously, you faced a difficult choice: either handle all ticket configuration yourself, or promote team members to full admins and grant them access to far more than they needed.

With this new permission, you can now empower trusted team members—such as department leads or workflow specialists—to manage ticket settings independently while maintaining control over other sensitive admin functions. This helps reduce bottlenecks, enables faster configuration changes, and gives you the granular access control you’ve been asking for.

What do I need to do?

No immediate action is required. When this change reaches your account, the new Manage ticket settings permission will appear in your custom roles editor under the Agent Workflow section.

To enable this permission for specific custom roles, edit the custom role and select the Manage ticket settings permission.

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.