Managing custom roles

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Verified AI summary ◀▼
Admins and authorized agents can manage custom roles by viewing and editing permissions and assignments. You can modify role details, ensuring unique names, and delete roles if no agents are assigned. This flexibility helps tailor roles to your team's needs, enhancing support operations. Remember, you can't change your own role assignments or permissions if you're managing roles.




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
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






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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