Announcing a new permission to restrict agents from editing their own profile

Announced on | Rollout starts | Rollout ends
April 7, 2026 | April 7, 2026 | May 22, 2026

Zendesk has added a permission for Enterprise plans that lets admins block agents from editing their own profiles — an easy way to keep things professional and secure.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

We’re introducing a new set of people permissions that let admins control which profile and contact fields agents can edit for their own accounts on Enterprise accounts. The new toggles include:

Profile name

Alias

Photo

Additional contacts (extra email/phone/etc.)

Signature

Add forwarding numbers

When a permission is disabled for a role, that field becomes non-editable/greyed out in the agent’s profile.

Why is Zendesk making this change?

This new permission reduces operational risk and improves account hygiene by preventing accidental or unauthorized edits to sensitive profile fields, especially for organizations not using SSO. It gives admins and custom role managers more control over agent identity and contact information while keeping admin workflows intact.

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 related to this announcement, or if you need general assistance with your Zendesk products, contact Zendesk Customer Support.