Getting started with Zendesk Suite - Part 2: Adding team members

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<p class="sidenav-heading">Articles in the series</p>
<ul class="nav nav-underline flex-column" id="zs_getting_started_suite_3__ul_nx4_wzs_x5b">
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4408881937306">Introduction: Getting started with Zendesk
Suite</a>
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<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944856070426">Part 1: Accessing Zendesk Suite admin
settings</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944849237658">Part 2: Adding team members</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944925937818">Part 3: Understanding how end user accounts are
handled</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944919944730">Part 4: Managing user access security and
authentication</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944930820506">Part 5: Adding support channels</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944922385050">Part 6: Routing incoming support requests</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4945055494170">Part 7: Managing support requests during
non-business hours</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944993140762">Part 8: Guaranteeing customer support
expectations with service level agreements</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944968790426">Part 9: Reporting on support activity</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944994159130">Part 10: Enabling customer satisfaction
ratings</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6501074649242">Part 11: Leveraging AI features with Zendesk</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970330138">Part 12: Using the Zendesk developer platform to
extend your support solution</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970747418">Part 13: Rolling out your Zendesk Suite support
solution</a>
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<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6579939982746">Part 14: Additional features</a></li>
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<p class="p">When you add admin and agent users to your Zendesk Suite account, you select the products
they have access to and also their role permissions.</p>
<p class="p">All users are added to your account in Admin Center via the <strong class="ph b">Team members</strong> page or
the <strong class="ph b">Add</strong> tab in the Agent Workspace. </p>
<p class="p"><img alt="Add user" class="image img-screenshot" id="zs_getting_started_suite_3__image_vmc_kqv_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_add_user_tab.png" width="300"></p>
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<span class="notetitle">Note:</span> Users can also be added via a bulk import and the Zendesk API. For more
information about all your options for adding users, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893585178-Adding-and-managing-end-users" target="_blank">Adding end users</a>.</div>
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<p class="p">When you add a user, you choose their type as either a staff member (team member) or an end
user. You then assign your team members to the different parts of Zendesk Suite by
editing their user profile. </p>
<p class="p"><img alt="Manage user profile" class="image img-screenshot" id="zs_getting_started_suite_3__image_ub2_2rv_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_user_profile_manage.png" width="300"></p>
<p class="p">In a team member’s profile you click the <strong class="ph b">Manage in Admin Center</strong> link, as shown
above. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450-Setting-roles-and-access-in-Zendesk-Admin-Center#topic_qbd_jjy_lkb" target="_blank">Opening the team member profile</a> for step by
step instructions.</p>
<p class="p">On the team member’s profile page in the Admin Center, you choose which Zendesk Suite
products the team member has access to and also their role (what actions they are
allowed to take in each of the selected products).</p>
<p class="p"><img alt="Product access settings" class="image img-screenshot" id="zs_getting_started_suite_3__image_v32_mrv_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_ac_product_access2.png" width="500"></p>
<p class="p">As you can see above, all team members have access to Support; however, what they are
allowed to do in Support (and in the other products) is based on their assigned role.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450-Setting-roles-and-access-in-Zendesk-Admin-Center" target="_blank">Setting roles and access in Zendesk Admin
Center</a>.</p>
<p class="p">Each product contains an admin role, which allows the person assigned to this role to
access the product’s admin settings to do things such as configuring the product,
setting up workflows, and so on. You can assign the admin role to as many people as you
need to. </p>
<p class="p">Agents provide customer support, interact with end users (via email, chat, messaging,
voice, and other channels) and solve their support issues. Admins are also agents. </p>
<p class="p">What an admin or agent can do in a product varies. Also, there are additional roles for
each product. The role options are displayed when you click the <strong class="ph b">Role</strong> drop-down
list. For a detailed explanation of the roles for each product, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034" target="_blank">About team member product roles and access</a>. </p>
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<div class="note note">
<span class="notetitle">Note:</span> In the Enterprise and Enterprise Plus versions of Zendesk Suite, you can also
create custom roles. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Creating custom roles and assigning agents</a>. </div>
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<h2 class="title topictitle2" id="ariaid-title2">Organizing team members into groups</h2>
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<p class="p">After you’ve added your team members (your admins and agents and other team member
roles), you organize them into groups. This is also done in Admin Center.</p>
<p class="p">Groups collect team members together based on criteria those agents have in common.
Groups can only contain team members; no end users can be included. All team members
must be assigned to at least one group, but they can be members of more than
one.</p>
<p class="p">Groups are essential to defining support workflows. For example, you may have a group
of agents who specialize in a particularly complex support area. When a support
request is received that requires that level of expertise, the request can
automatically be assigned to that group.</p>
<p class="p">For more information about creating groups, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130-Creating-managing-and-using-groups" target="_blank">Creating groups and assigning agents</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4988173561370" target="_blank">Creating private ticket groups and granting
agents access</a>. Automatic routing of tickets is described below in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4944922385050" target="_blank">Part 6: Routing incoming support requests</a>. </p>
<p class="p"></p>
<p class="p">Continue to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4944925937818-Getting-started-with-Zendesk-Suite-Part-4-Understanding-how-end-user-accounts-are-handled" target="_blank">Part 3: Understanding how end user accounts are
handled</a>.</p>
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