Managing custom roles

Aftercreating a custom agent role, admins andagents in custom roles with permissioncan view the role's permissions, who is assigned to it, and edit the role as needed.


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Summary: ◀▼
You can view, edit, and manage custom roles by adjusting permissions and seeing assigned agents. Comparing roles side by side helps review differences and update settings easily. Roles can only be deleted if no agents are assigned, requiring reassignment before deletion. This lets you control team access and responsibilities effectively through role customization and management.




After creating a custom agent role, admins
and agents in custom roles with permission can
view the role's permissions, who is assigned to it, and edit the role as needed.
The following topics are covered in this article:

Viewing and editing a custom
role
Comparing custom roles
Deleting a custom role



Viewing and editing a custom role

From the detailed view of a role, you can edit the role's permissions and access and
see a list of agents assigned to the role. If you're an agent with permission to
manage roles, you can't modify your own role assignment or permissions.

To view or edit a custom role

In Admin Center, click
People in the sidebar, then select Team > Roles.
Hover over the row of the role you want to view, then click the option menu
icon ( ) and select View or Edit. A detailed
view of the custom role's settings is displayed. A list of users
assigned to the role is also visible in a panel on the right.

If editing the role, make your modifications. Keep the following in mind:
If you’re editing a custom role’s name, note that the name must be
unique and can’t be too similar to the name of an existing
role.
If you're editing a custom role with a name too similar to a system
role, such as Admins or Team Leads, the description
can't be changed unless the role's name is also changed.


Click Save






Comparing custom roles

Role comparison lets admins select multiple custom roles and view their permissions
side by side in a comparison matrix. The matrix shows which permissions are enabled
for each role and includes expandable sections for more detail. This makes it easier
to compare access levels, review role differences, and update role settings without
opening each role individually.
To compare custom roles

In Admin Center, click
People in the sidebar, then select Team > Roles.
Click Compare roles.
In the drop-down list, select the roles you'd like to compare. The comparison
matrix appears with permissions grouped within expandable sections.

Expand sections to view and compare permissions between roles.





Deleting a custom role

You can only delete a role if no agents are assigned to it. If agents are assigned to
the role, you must remove them before you can delete it.

To delete a custom role

In Admin Center, click
People in the sidebar, then select Team > Roles.
Locate the role you want to delete, click the option menu icon ( ), and select Delete.
Click Delete role to confirm deletion.




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