Adding agents and admins and setting ticket access

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<p id="docs-hc-snippet" style="display: none;">You can add team members (agents and admins) manually, through a bulk import of users, or through the Zendesk API. You must be an admin to add team members.</p>
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<p id="docs-ai-summary-content">Add agents and admins to your team manually, via bulk import, or through the API. Define user roles, privileges, and ticket access to ensure effective support operations. Customize user profiles with options like email, role, and organization. On Enterprise plans, use custom roles to manage permissions. Check seat availability before adding team members to optimize your support structure.</p>
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<div class="body">
<p class="p">You can add team members (agents and admins) manually, through a bulk import of users, or
through the Zendesk API. You must be an admin to add team members.</p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic-1__ul_uqt_11q_sj">
<li class="li"><a class="xref" href="#topic_h43_2k2_yg">Adding an agent or admin</a></li>
<li class="li"><a class="xref" href="#topic_kjp_mze_dc">About the user options</a></li>
<li class="li"><a class="xref" href="#topic_3zw_yl2_yg">About agent privileges and ticket
access</a></li>
</ul>
<p class="p">To add users in a bulk import, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893496218" target="_blank">Bulk importing users</a>. To add users with the API, see <a class="xref" href="https://developer.zendesk.com/api-reference/introduction/introduction/" target="_blank">Zendesk Developer Tools: Introduction</a>.</p>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_xsk_rjr_dvb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843830938" target="_blank">About the Team members page</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank">Restricting agent ticket access by brand</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_h43_2k2_yg">
<h2 class="title topictitle2" id="ariaid-title2">Adding an agent or admin</h2>
<div class="body">
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with permission</a> can add
agents, but they can't add or manage account owners. Admins can also add other admins.</p>
<p class="p">The account owner can also add agent seats to your subscription. The
account owner is included as an agent seat in your subscription.</p>
<p class="p">Before you add a team member, you can check the <strong class="ph b">Seats remaining</strong>
section of the Team members page to find out whether you have any available seats. If you don’t
have any seats left, you won’t be able to add the agent or admin.</p>
<div class="p">
<strong class="ph b"> To add an agent or admin</strong><ol class="ol" id="topic_h43_2k2_yg__ol_b21_skq_sj">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span><p class="p">The Team members page opens.</p>
</li>
<li class="li">Click <strong class="ph b">Create team member</strong>.</li>
<li class="li">Enter the team member’s <strong class="ph b">Name</strong> and <strong class="ph b">Email</strong>, then click <strong class="ph b">Next</strong>.</li>
<li class="li">Click the <strong class="ph b">Support role</strong> drop-down menu, then select a role.<p class="p">You set only the
Support role now. You can set other roles later. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding standard user roles for Zendesk Support</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_clf_k5q_qk" target="_blank">Understanding system custom agent roles for
Support</a>.</p>
<p class="p">If the team member is an AI agents - Advanced user only, and
should not consume a Zendesk seat, select <strong class="ph b">Contributor</strong>.</p>
</li>
<li class="li">If the team member you're adding isn't an admin and your account has multiple brands,
you may be prompted to select brands for the team member, depending on your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874#topic_yb2_whp_ngc" target="_blank">brand settings</a>. Select the brands that the team
member should have access to. This <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank">restricts the agent</a> from accessing tickets in other
brands.</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p" dir="ltr">The new user is saved. If the <strong class="ph b">Also send a welcome
email when a new user is created by an agent or administrator</strong> option <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824350746#topic_vcv_xqj_v1b" target="_blank">is selected</a>, the new user receives a welcome
email and link to sign in.</p>
</li>
<li class="li">(Optional) Click the new team member, who initially appears at the
top of the list, to access their profile and assign any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450#topic_ppd_dky_lkb" target="_blank">additional roles</a>.</li>
</ol>
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<p class="p">After you add the new team member, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822762650" target="_blank">open their Support profile</a> to set user options and agent
permissions. On Enterprise plans, agent permissions are not set in the profile, but are
determined by the agent’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom
role</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kjp_mze_dc">
<h2 class="title topictitle2" id="ariaid-title3">About user options</h2>
<div class="body">
<p class="p">The following table describes the options that can be set for a new user. </p>
<div class="p">
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<th class="entry nocellnorowborder" id="d5168e247">Profile data</th>
<th class="entry cell-norowborder" id="d5168e250">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Name</td>
<td class="entry cell-norowborder" headers="d5168e250">User's name.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Email</td>
<td class="entry cell-norowborder" headers="d5168e250">Email address used for all email communications with the user.<p class="p">Team members
can have more than one email address but one will be their primary
email.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Role</td>
<td class="entry cell-norowborder" headers="d5168e250">Defines the user's function and access level in your Zendesk Support. There
are two user types: End user and Staff Member. Customers are assigned the role
<em class="ph i">end user</em>. Staff members can be assigned a variety of roles, such as
<em class="ph i">agent</em> or <em class="ph i">administrator</em>. On Enterprise plans, you can create custom
roles for agents. Roles and product access are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450" target="_blank">managed in Admin Center</a>. Only admins can change a
user's role. <p class="p">For information about user roles, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding Zendesk Support user roles</a>. For
information about custom roles, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882-Using-custom-agent-roles-Enterprise-" target="_blank">Creating custom roles and assigning
agents</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Contacts</td>
<td class="entry cell-norowborder" headers="d5168e250">Other contact information for the user, such as Phone, X (formerly Twitter)
handle, Facebook page, and Google account. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Phone</td>
<td class="entry cell-norowborder" headers="d5168e250">Personal telephone number for the user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Alias (Professional and Enterprise)</td>
<td class="entry cell-norowborder" headers="d5168e250">Alternative name for a team member to use on all communications with
customers (also called end users) instead of their real name. If this field blank
is blank, the team member's real name is used in email communications. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Signature</td>
<td class="entry cell-norowborder" headers="d5168e250">Closing line added to an agent's email notifications.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Tags</td>
<td class="entry cell-norowborder" headers="d5168e250">List of tags that will automatically be added to new tickets created by this
user. Separate tags with a space. Tags are added to new tickets only, not updated
tickets. This is an optional feature, and you may not have enabled user
tagging.<p class="p"> For more information about user tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Adding tags to users and
organizations</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Organization</td>
<td class="entry cell-norowborder" headers="d5168e250">A collection of users (typically customers, but can include team members)
created by an admin. On the Team plan, users can belong to only one organization.
On Professional and Enterprise, users can belong to multiple organizations, up to
300. A user does not have to belong to any organization, however.<p class="p">For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About organizations and groups</a>. </p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Language</td>
<td class="entry cell-norowborder" headers="d5168e250">Language the user will view your Zendesk Support in. This setting affects
this user only.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Time zone</td>
<td class="entry cell-norowborder" headers="d5168e250">Local time zone for the user; used to time stamp tickets. This setting
affects this user only. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e247">Details</td>
<td class="entry cell-norowborder" headers="d5168e250">Additional details about the user. Address, for example. Details are visible
to other team members but not customers.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d5168e247">Notes</td>
<td class="entry cellrowborder" headers="d5168e250">Additional notes about the user. Notes are visible to other team members but
not customers.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_3zw_yl2_yg">
<h2 class="title topictitle2" id="ariaid-title4">About agent privileges and ticket access</h2>
<div class="body">
<p class="p">When you add agents you need to define their privileges (groups they will be assigned to,
their access to tickets, if they can make both public and private comments, and their forums
access). These privileges are described in the following table.</p>
<div class="note note">
<span class="notetitle">Note:</span> On Enterprise plans, you set the agent's groups in the agent's profile, but you do
<em class="ph i">not</em> set agent permissions and ticket access in the agent's profile. Agent
permissions and access (except for groups) are determined by the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent's custom role</a>.</div>
<div class="p">
</div>
<div class="p">
<div class="tablenoborder">
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<th class="entry nocellnorowborder" id="d5168e467">Privileges</th>
<th class="entry cell-norowborder" id="d5168e470">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e467">Brand membership</td>
<td class="entry cell-norowborder" headers="d5168e470">
<p class="p" dir="ltr">Defines the brands in which the user can view, search, and access
tickets. Depending on your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874#topic_yb2_whp_ngc" target="_blank">configuration</a>, team members may be added
to brands automatically when they are created, but you can modify their brand
membership as needed. </p>
<p class="p">A team member’s role can further refine their access. For example, a team
member’s role might limit them to only tickets in their groups.</p>
<p class="p">For more information about brand membership, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank">Restricting agent ticket access by
brand</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e467">Groups</td>
<td class="entry cell-norowborder" headers="d5168e470">List of groups the agent belongs to. Agents must belong to at least one
group.<p class="p">Click the group name to edit the groups for the agent. For information
about groups, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130#topic_wyj_dse_bc" target="_blank">Creating groups</a>. </p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d5168e467">Access</td>
<td class="entry cell-norowborder" headers="d5168e470">
<div class="p">Define the agent's access to tickets as one of the following:<ul class="ul" id="topic_3zw_yl2_yg__ul_dsq_2lf_yg">
<li class="li">All tickets</li>
<li class="li">Tickets in agent's groups</li>
<li class="li">Tickets in agent's org</li>
<li class="li">Assigned tickets only<p class="p">If you select to restrict the agent to an
organization, you must also set the agent's organization (on the <strong class="ph b">Add
user</strong> page). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846640410#topic_ebz_dtn_bc" target="_blank">Restricting agents to
an organization</a>.</p>
<p class="p">Notwithstanding ticket access
restrictions, CC'ing an agent on any ticket lets the agent receive email
notifications of all public and private updates to the
ticket.</p>
<p class="p">Agents must have <strong class="ph b">All tickets</strong> access to create or edit
end users. However, agents with any ticket access level can create users
when setting the ticket requester to a new user.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> On Enterprise plans, you do not set ticket access in agent profiles.
Agent permissions are determined by the agent's custom role (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Creating custom roles and assigning
agents</a>).</div>
</div>
</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d5168e467">Comments</td>
<td class="entry cellrowborder" headers="d5168e470">Determine the type of comments an agent can make on tickets.<ul class="ul" id="topic_3zw_yl2_yg__ul_53s_nlf_yg">
<li class="li">
<strong class="ph b">Notes and replies</strong> enables the agent to add both internal notes and
public replies to tickets.</li>
<li class="li">
<strong class="ph b">Notes only</strong> enables the agent to add only internal notes to
tickets.</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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