Announcing restricted admin settings

What's changing?

At the beginning of March, Zendesk changed access to Support settings in Admin Center for all account plans by restricting what other product admins in your account can access. For example, we’ve removed the ability for non-admin agents to access AI configuration for the account. This is an intentional change while we build and validate granular permissions for custom roles that will let you delegate specific admin tasks to non-admin users in the future.

Why is Zendesk making this change?

We’re restricting access to reduce the risk of accidental or unvetted changes that could impact message publishing, automations, and conversational flows. Centralizing management with admins gives more consistent, predictable control while we design and test a more fine-grained permissions model. This is a short-term protective measure so we can deliver safer delegation options — for example, the ability to allow specific users to test or troubleshoot without enabling them to publish changes.

What do I need to do?

If a non-admin needs access to a specific admin setting immediately, either temporarily grant them admin privileges or have an admin perform the necessary actions, and follow your internal change-control practices to minimize risk. Review your admin roster, remove stale or unnecessary admin accounts, and prefer short-lived escalation accounts or group-based access where possible. If this change causes operational impact for your team, open a support ticket with examples (include user IDs and timestamps) so we can help and prioritize feedback as we build granular permissions.

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