About team member product roles and access

The Zendesk Admin Center provides a central location for setting a team member’s roles and access across multiple Zendesk product areas. Ateam memberis anyone you add to a Zendesk account who is not an end user. Team members are also calledstaff,admins, andagents.


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Verified AI summary ◀▼
Explore team member roles and access settings to manage roles like Support, Knowledge, AI agents, Analytics, Voice, Chat, and QA. Customize roles to control permissions and access levels for admins, agents, and contributors. This centralizes role management, enhancing team efficiency and ensuring the right access for each team member. Check related articles for more on setting roles and editing profiles.




The Zendesk Admin Center provides a central location for setting a team member’s roles
and access across multiple Zendesk product areas. A team member is anyone you add to a
Zendesk account who is not an end user. Team members are also called staff,
admins, and agents.
This article includes the following sections:
Support roles
Knowledge roles
AI agents roles
Analytics roles
Voice roles
Chat roles (live chat and messaging)
Zendesk QA roles



Related articles
Setting roles and access in Zendesk Admin Center
Editing team member user profiles in Zendesk Admin Center




Support roles

The following table shows the Support roles available in Admin Center. For more
information, see Understanding standard user roles for Zendesk Support and Creating custom roles and assigning agents.








Role
Description




Admin
Can manage all Support settings except billing and can also manage Talk
settings, regardless of their Talk role.


Agent (Team, Growth, Professional)
Can view and update tickets. Admins can control which tickets each agent can
view and update.


Custom roles (Enterprise and Enterprise Plus)
Admins can define their own agent roles. Role settings control which tickets
an agent can view and update.


Contributor (Chat Phase 4 only)
Can provide limited support by viewing and adding private comments to tickets
in their groups. Contributors don't occupy an agent seat in Support unless they
are manually upgraded to an agent role.
If you have a Chat-only Phase 4
account, and later create an integrated Support account, existing chat agents
will be added to your Support account as contributors. For more information, see
Creating agents and departments in the
Zendesk Chat Help
Center.



Legacy agent
This is a transitory role on Enterprise plans that includes all agents
who have yet to be assigned to a role. For all these agents, we are maintaining the
permissions they previously had on the plan you upgraded from. Also, you cannot assign
agents to this transitory role. Lastly, this role disappears after all its members have been
assigned to other roles.


Light agent

Light agent is a limited agent role. Light agents can be CC'd on tickets, can view
tickets, and can add private comments to tickets within their groups. They cannot be
assigned to or edit tickets. Light agents can be given permission to view reports or
they can be restricted from viewing any reports. They cannot create or edit a
report. The number of light agents you can add depends on your plan. See Understanding light agent permissions. You must have a Suite Growth plan or above, or a Light agents or
Collaboration add-on, to have light
agents.









Knowledge roles

The following table shows the Knowledge roles available in Admin Center. For more
information, see Understanding Knowledge roles and privileges.








Role
Description




Admin
Can manage all settings and permissions in Knowledge admin.


Agent
Can create, edit, and publish articles (if enabled by an admin). This role
does not consume a seat when used in conjunction with the Light agent seat.
However, it does consume an extra seat when used in conjunction with the
Contributor seat.



Viewer
Can view and comment on published articles. (The team member will have the
same permissions and access as an end user.) This role does not consume a seat
when used in conjunction with a free Support seat such as Contributor or Light
agent.









AI agents roles

Within the AI agents workspace, there are three user roles:


Client admin: Can view, add, and edit all AI agents and users within an
organization.

Client editor: Can view and edit all AI agents within an organization.

Client user: Can view and edit specified AI agents within an organization.

For instructions on creating users, see Adding agents and admins and setting ticket access. For
information on controlling users’ access to specific AI agents, see Managing user access to AI agents.
The table below lists the specific access levels for each role.












Access
Role


Client user
Client editor
Client admin


Features


Dashboard
✔️
✔️
✔️


Reporting
✔️
✔️
✔️


Content
Use cases
✔️
✔️
✔️


Templates
✔️
✔️
✔️


Segments
✔️
✔️
✔️


Knowledge sources
-
-
✔️


Search rules
-
-
✔️


Entities
✔️
✔️
✔️


Identity
-
-
✔️


Tone of voice
-
-
✔️


Pronoun formality
-
-
✔️


Instructions
-
-
✔️


Advanced settings
-
-
✔️


Conversation
logs
✔️
✔️
✔️


Actions
Configured actions
View only
✔️
✔️


API integrations
-
-
✔️


Action flows
Governed by Support role
Governed by Support role
✔️


Custom actions
Governed by Support role
Governed by Support role
✔️


Settings


AI agent
settings
-
-
✔️


CRM
integration
-
-
✔️


AI agent access
management


Browse user
list
-
-
✔️


Manage user access to AI agents
-
-
✔️


Edit AI agents

✔️
(specified only)


✔️
(all)


✔️
(all)



Exporting
data


Conversation
logs
✔️
✔️
✔️


Use cases
✔️
✔️
✔️


Translations
-
-
✔️


AI agent and organization
management


Create AI
agents
-
-
✔️


Delete AI agents
-
-
✔️


Manage
organization
-
-
✔️








Analytics roles

The following table shows the Analytics roles available in Admin Center. For more
information, see Giving agents access to Explore.








Role
Description




Admin
Can manage all settings and permissions in Explore.


Editor
Can create and manage dashboards, queries, and datasets.


Viewer
Can access shared dashboards.


The Explore Viewer role does not consume a seat when
used in conjunction with a free Support seat such as Contributor or Light
agent. If an
agent has a custom role and the role has the Manage channels and extensions
permission enabled, Support and Talk agents can make changes to Talk
settings.








Voice roles

The following table shows the Voice roles available in Admin Center. For more information,
see Giving agents access to Talk.
Note: Support
Admins can also manage Voice settings, regardless of their Voice role.








Role
Description




Admin
Can manage all Talk settings but cannot make or receive calls. Does not
require a Talk seat.


Team lead
A Talk admin who can also make or receive calls.


Agent
Can make or receive calls.


The Talk Admin role does not consume a seat when
used in conjunction with a free Support seat such as Contributor or Light
agent.








Chat roles (live chat and messaging)

Chat roles are required for users working with live chat or messaging conversations. The
following table shows the Chat roles available in Admin Center.
For more information on roles for messaging, see Giving agents access to messaging channels.
For more information on roles for live chat, see Understanding default roles in Zendesk Chat and Creating custom Chat roles and assigning users.








Role
Description




Admin
Can manage all Chat or messaging settings and provide chat or messaging
support.


Agent
Can serve chats or messaging conversations, and provide chat or messaging
support.


Agent (limited)
Can serve social messaging conversations and live chats only.


Custom roles (Enterprise)
Admins can define their own Chat roles.








Zendesk QA roles

The following table shows the Zendesk QA roles available in Admin Center. For more
information, see Understanding roles and permissions in Zendesk
QA.
Zendesk QA permissions apply to the default workspace only. Additional workspace permissions can be added on the Zendesk QA side.








Role
Description




Admin
Can see everything and manage all settings.


Agent
Can view their own conversations, reply to feedback, and view their customer
reviews. They have workspace-specific permissions and can view and edit data within their assigned workspaces only. They also have access to their own dashboard and can perform
self-reviews, if enabled.


Reviewer
Can view all reviews but cannot edit workspace settings. Can perform peer
reviews.


Workspace lead
Can view everything in the workspace and manage quizzes, assignments, groups,
disputes, and calibration sessions. Cannot edit other workspace settings or
scorecards.


Workspace manager
Can view all reviews and manage all workspace settings.


Connected user
Connected users don't have access to Zendesk QA. Their conversations are
available for review, but these agents are unaware that they're being
reviewed.






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