Setting roles and access in Zendesk Admin Center

<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the Admin Center to manage team member roles and access across product areas. Assign roles like Viewer for knowledge and analytics, and activate or deactivate product access to manage licenses. Remember, only account owners and admins can set roles and access, and some settings depend on your plan. Note that product-specific settings, like adding end users, are managed separately.</p>
</div>
<div class="body">
<p class="p" dir="ltr">This article describes how to use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554" target="_blank">Zendesk Admin Center</a> to view and change roles for team members, as
well as to activate and deactivate access to product areas.</p>
<p class="p">This article includes the following sections:</p>
<div class="p">
<ul class="ul" id="topic_xmw_sq5_w2b__ul_xqx_nlp_5fb">
<li class="li"><a class="xref" href="#topic_s2t_n3y_lkb">About team member roles and access</a></li>
<li class="li"><a class="xref" href="#topic_qbd_jjy_lkb">Opening the team member's profile</a></li>
<li class="li"><a class="xref" href="#topic_ppd_dky_lkb">Setting team member roles</a></li>
<li class="li"><a class="xref" href="#topic_xzq_rjf_jmb">Setting Viewer roles for knowledge and analytics</a></li>
<li class="li"><a class="xref" href="#topic_yvc_rky_lkb">Activating and deactivating product
access</a></li>
<li class="li"><a class="xref" href="#topic_vl4_2ly_lkb">Limitations</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_xmw_sq5_w2b__ul_pts_dfh_plb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832485914" target="_blank">Updating team member (user) profiles in Zendesk Admin
Center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034" target="_blank">About team member product roles and access</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_s2t_n3y_lkb">
<h2 class="title topictitle2" id="ariaid-title2">About team member roles and access</h2>
<div class="body">
<p class="p" dir="ltr">Admin Center provides a central location for setting a team member’s roles and
access across multiple Zendesk product areas. Only product areas that are active in your
Zendesk account are displayed in the list.</p>
<p class="p"><img class="image" id="topic_s2t_n3y_lkb__image_kwn_fjy_lkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_roles3.png" width="500"></p>
<p class="p" dir="ltr">A team member is anyone you add to a Zendesk account who is not an end user. For
example, in Support, a team member can be an account owner, an administrator, an agent, a
light agent, or a user with a custom role. Team members are also sometimes referred to as
staff members.</p>
<div class="p">This table shows the rules for who can set access and assign roles across product
areas:<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_s2t_n3y_lkb__simpletable_fg1_p14_pgc" summary="">
<col style="width:22.123893805309734%">
<col style="width:77.87610619469028%">
<thead>
<tr class="sthead">
<th class="stentry" id="d88e111" style="vertical-align:bottom;text-align:left;">Role</th>
<th class="stentry" id="d88e114" style="vertical-align:bottom;text-align:left;">Set product access and assign roles</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d88e111" style="vertical-align:top;">Account owner</td>
<td class="stentry" headers="d88e114" style="vertical-align:top;">Set product access and assign roles for any team member in any product area,
including for themselves.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d88e111" style="vertical-align:top;">Support admins</td>
<td class="stentry" headers="d88e114" style="vertical-align:top;">Set product access and assign roles for any team member in any product area,
including for themselves.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d88e111" style="vertical-align:top;">Non-Support admins</td>
<td class="stentry" headers="d88e114" style="vertical-align:top;">Set product access and assign roles for themselves and other team members
<em class="ph i">only</em> in the product areas where they are an admin.<p class="p">If a non-Support admin
removes their own access to a product area, only another admin of the same product
area, a Support admin, or the account owner can restore their access.
</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_a4x_r2b_ftb">
<h3 class="title topictitle3" id="ariaid-title3">Product dependencies for roles and access</h3>
<div class="body">
<p class="p" dir="ltr">Your options for assigning roles vary by product area. For more information,
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>
<p class="p">Some team member roles can't be set from the drop-down because there are product and plan
dependencies. For example, if you have a Zendesk Suite Enterprise or Enterprise Plus plan,
access is dependent on Support <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom roles</a>. </p>
<p class="p"><img class="image img-screenshot" id="topic_a4x_r2b_ftb__image_amt_csv_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_roles-dependent2.png" width="500"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qbd_jjy_lkb">
<h2 class="title topictitle2" id="ariaid-title4">Opening the team member's profile</h2>
<div class="body">
<p class="p">There are several ways to open a team member's profile in Admin Center,
depending on the product area you’re using. Here are some examples:</p>
<p class="p"><strong class="ph b">To open a team member's profile from Admin Center</strong></p>
<ol class="ol" id="topic_qbd_jjy_lkb__ol_em3_m5g_syb">
<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></li>
<li class="li">Locate the team member or use the search to find the team member.</li>
<li class="li">Click the team member to access their settings.</li>
</ol>
<p class="p"><strong class="ph b">To open a team member's profile from Support</strong></p>
<ol class="ol" id="topic_qbd_jjy_lkb__ol_ksg_4jy_lkb">
<li class="li">In Support, click the team member to open their user profile.</li>
<li class="li">In the menu on the left, click <strong class="ph b">Manage in Admin Center</strong> under <strong class="ph b">Role</strong>.<p class="p">The
team member’s <strong class="ph b">Roles and access</strong> page opens.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ppd_dky_lkb">
<h2 class="title topictitle2" id="ariaid-title5">Setting team member roles</h2>
<div class="body">
<p class="p"><strong class="ph b">To assign a role to a team member in Admin Center</strong></p>
<ol class="ol" id="topic_ppd_dky_lkb__ol_qxh_gky_lkb">
<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></li>
<li class="li">Locate the team member or use the search to find the team member.</li>
<li class="li">Click the team member to access their settings.</li>
<li class="li">In the <strong class="ph b">Role</strong> column, use the drop-down fields to select the new role you want to
assign to the team member.<p class="p"><img class="image" id="topic_ppd_dky_lkb__image_n2p_chr_qmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_staff_profile_select_role2a.png" width="500"></p>
<div class="note">
<span class="notetitle">Note:</span> You must be an admin in Support to set a
team member's role in Support.</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Repeat this procedure for each user whose role you want to change.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_xzq_rjf_jmb">
<h2 class="title topictitle2" id="ariaid-title6">Setting Viewer roles for knowledge and analytics</h2>
<div class="body">
<p class="p">Team member roles you can set for knowledge and analytics include a Viewer role you can use
to grant access without providing full agent permissions. For example, the analytics Viewer
role allows staff members (including light agents) to view dashboards shared with them, but
they cannot create queries and dashboards. The knowledge Viewer roles provides staff members
with the same permissions as end users. They can't be granted create, edit, and publish
privileges. 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>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_yvc_rky_lkb">
<h2 class="title topictitle2" id="ariaid-title7">Activating and deactivating access to product areas</h2>
<div class="body">
<p class="p">Activating access to a product area typically requires a license (seat). Deactivating
access frees up a license. To make sure you don’t exceed the number of licenses you have
purchased for a product area, Admin Center shows when your subscription limit is reached. </p>
<p class="p"><img class="image" id="topic_yvc_rky_lkb__image_g3y_ws1_nmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_role_limit.png" width="500"></p>
<p class="p"><strong class="ph b">To activate or deactivate a team member's access to product areas</strong></p>
<ol class="ol" id="topic_yvc_rky_lkb__ol_ldf_vky_lkb">
<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></li>
<li class="li">Locate the team member or use the search to find the team member.</li>
<li class="li">Click the team member to access their settings.</li>
<li class="li">In the Access column, select the product areas to activate for the team member and
deselect those you want to restrict. <p class="p"><img class="image" id="topic_yvc_rky_lkb__image_lpt_lqr_qmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_staff_profile_access2.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Repeat this procedure for each user whose access you want to set.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_vl4_2ly_lkb">
<h2 class="title topictitle2" id="ariaid-title8">Limitations</h2>
<div class="body">
<p class="p" dir="ltr">You can use Admin Center to manage team member roles and access to different
product areas. Product area-specific settings are still managed separately within each
product area. For example:</p>
<ul class="ul" id="topic_vl4_2ly_lkb__ul_ycy_fly_lkb">
<li class="li" dir="ltr">Adding end users.</li>
<li class="li" dir="ltr">Downgrading users from a team member to an end user.</li>
<li class="li" dir="ltr">Deleting team members.</li>
</ul>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408824375450",
"url": "https://support.zendesk.com/hc/en-us/articles/4408824375450-Setting-roles-and-access-in-Zendesk-Admin-Center",
"headline": "Setting roles and access in Zendesk Admin Center",
"description": "You can manage team member roles and access across product areas in the Admin Center by assigning roles, activating or deactivating product access, and understanding role dependencies based on your plan and permissions.",
"articleSection": "Team members and groups",
"datePublished": "2021-10-16T03:46:34+00:00",
"dateModified": "2026-01-07T14:25:05+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408824375450"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>