Announcing new agent permissions to manage other team members

Announced on | Rollout starts | Rollout ends
March 9, 2026 | March 9, 2026 | April 30, 2026

Zendesk is excited to announce new permissions for agents to add and manage other agents.

What's changing?

On Enterprise and Enterprise Plus plans, agents in custom roles can be granted permission to view and manage other team members with the following options: Not Allowed, View only, and Create, edit, delete team members, and reassign roles. These new options enable agents to assign roles to other agents but not themselves. These permissions are separate from permissions for creating and managing custom roles.

For more information, see Permissions that agents in custom roles can have.

Why is Zendesk making this change?

We recognize that admins need to delegate some of their responsibilities. Adding and managing team members within their organization is one piece of that. Defining custom roles and managing their permissions is another piece. Now, agents can be allowed to do all of these aspects of team management without having to be in an admin role.

What do I need to do?

No action is required. This is being rolled out to all Enterprise accounts. When you add or edit custom roles, these new permissions will be available for you to set.

If you have feedback or questions about 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.