About team member product roles and access

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
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<div class="article-banner" id="suite_all">
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<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
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</tbody>
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</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
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<td>Team, Professional, or Enterprise</td>
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<p id="docs-ai-summary-content">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.</p>
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<div class="body">

<p class="p" dir="ltr">The Zendesk Admin Center provides a central location for setting a team member’s roles
and access across multiple Zendesk product areas. A <em class="ph i">team member</em> is anyone you add to a
Zendesk account who is not an end user. Team members are also called <em class="ph i">staff</em>,
<em class="ph i">admins</em>, and <em class="ph i">agents</em>.</p>
<div class="p">This article includes the following sections:<ul class="ul" id="topic_xmw_sq5_w2b__ul_yyy_zht_qmb">
<li class="li"><a class="xref" href="#topic_pzw_3bs_qmb">Support roles</a></li>
<li class="li"><a class="xref" href="#topic_hct_wgt_qmb">Knowledge roles</a></li>
<li class="li"><a class="xref" href="#topic_thq_lnf_dgc">AI agents roles</a></li>
<li class="li"><a class="xref" href="#topic_mdb_g15_qmb">Analytics roles</a></li>
<li class="li"><a class="xref" href="#topic_a54_zlt_qmb">Voice roles</a></li>
<li class="li"><a class="xref" href="#topic_zys_xht_qmb">Chat roles (live chat and messaging)</a></li>
<li class="li"><a class="xref" href="#topic_nym_tzt_pgc">Zendesk QA roles</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">Related articles</strong><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/4408824375450" target="_blank">Setting roles and access in Zendesk Admin Center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832485914" target="_blank">Editing team member user profiles in Zendesk Admin Center</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pzw_3bs_qmb">
<h2 class="title topictitle2" id="ariaid-title2">Support roles</h2>
<div class="body">
<div class="p">The following table shows the Support roles available in Admin Center. For more
information, 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" target="_blank">Creating custom roles and assigning agents</a>.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_pzw_3bs_qmb__table_af1_vbs_qmb" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e128" style="vertical-align:top;">Role</th>
<th class="entry cellrowborder" id="d90e131" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e128" style="vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d90e131" style="vertical-align:top;">Can manage all Support settings except billing and can also manage Talk
settings, regardless of their Talk role.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e128" style="vertical-align:top;">Agent (Team, Growth, Professional)</td>
<td class="entry cellrowborder" headers="d90e131" style="vertical-align:top;">Can view and update tickets. Admins can control which tickets each agent can
view and update.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e128" style="vertical-align:top;">Custom roles (Enterprise and Enterprise Plus)</td>
<td class="entry cellrowborder" headers="d90e131" style="vertical-align:top;">Admins can define their own agent roles. Role settings control which tickets
an agent can view and update.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e128" style="vertical-align:top;">Contributor (Chat Phase 4 only)</td>
<td class="entry cellrowborder" headers="d90e131" style="vertical-align:top;">Can provide limited support by viewing and adding private comments to tickets
in their groups. <p class="p">Contributors don't occupy an agent seat in Support unless they
are manually upgraded to an agent role.</p>
<p class="p">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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894143898-Creating-agents-and-departments" target="_blank">Creating agents and departments</a> in the
Zendesk Chat Help
Center.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e128" style="vertical-align:top;">Legacy agent</td>
<td class="entry cellrowborder" headers="d90e131" style="vertical-align:top;"><span class="ph">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.</span></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e128" style="vertical-align:top;">Light agent</td>
<td class="entry cellrowborder" headers="d90e131" style="vertical-align:top;">
<span class="ph">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Understanding light agent permissions</a>.</span><p class="p">You must have a Suite Growth plan or above, or a Light agents or
Collaboration <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834152730" target="_blank">add-on</a>, to have light
agents.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hct_wgt_qmb">
<h2 class="title topictitle2" id="ariaid-title3">Knowledge roles</h2>
<div class="body">
<div class="p">The following table shows the Knowledge roles available in Admin Center. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827842458" target="_blank">Understanding Knowledge roles and privileges</a>.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hct_wgt_qmb__table_ict_wgt_qmb" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e243" style="vertical-align:top;">Role</th>
<th class="entry cellrowborder" id="d90e246" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e243" style="vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d90e246" style="vertical-align:top;">Can manage all settings and permissions in Knowledge admin.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e243" style="vertical-align:top;">Agent</td>
<td class="entry cellrowborder" headers="d90e246" style="vertical-align:top;">Can create, edit, and publish articles (if enabled by an admin).<p class="p">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.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e243" style="vertical-align:top;">Viewer</td>
<td class="entry cellrowborder" headers="d90e246" style="vertical-align:top;">Can view and comment on published articles. (The team member will have the
same permissions and access as an end user.)<p class="p">This role does not consume a seat
when used in conjunction with a free Support seat such as Contributor or Light
agent.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_thq_lnf_dgc">
<h2 class="title topictitle2" id="ariaid-title4">AI agents roles</h2>
<div class="body">
<p class="p">Within the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agents workspace</a>, there are three user roles: </p>
<ul class="ul" id="topic_thq_lnf_dgc__ul_fyy_xtj_tdc">
<li class="li">
<strong class="ph b">Client admin</strong>: Can view, add, and edit all AI agents and users within an
organization. </li>
<li class="li">
<strong class="ph b">Client editor</strong>: Can view and edit all AI agents within an organization. </li>
<li class="li">
<strong class="ph b">Client user</strong>: Can view and edit specified AI agents within an organization. </li>
</ul>
<p class="p">For instructions on creating users, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930" target="_blank">Adding agents and admins and setting ticket access</a>. For
information on controlling users’ access to specific AI agents, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756929562" target="_blank">Managing user access to AI agents</a>.</p>
<p class="p">The table below lists the specific access levels for each role.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_thq_lnf_dgc__table_qq4_ttj_tdc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" rowspan="2" style="text-align:center;vertical-align:top;"><strong class="ph b">Access</strong></td>
<td class="entry cell-norowborder" colspan="3" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">Role</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">Client user</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">Client editor</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">Client admin</strong></td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="5" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">Features</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" style="text-align:left;vertical-align:top;">Dashboard</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Reporting</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="11" style="text-align:left;vertical-align:top;">Content</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Use cases</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Templates</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Segments</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Knowledge sources</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search rules</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Entities</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Identity</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Tone of voice</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Pronoun formality</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Instructions</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Advanced settings</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Conversation
logs</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="4" style="text-align:left;vertical-align:top;">Actions</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:left;vertical-align:top;">Configured actions</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">View only</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="text-align:left;vertical-align:top;">API integrations</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="text-align:left;vertical-align:top;">Action flows</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">Governed by Support role</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">Governed by Support role</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">Governed by Support role️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="text-align:left;vertical-align:top;">Custom actions</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">Governed by Support role</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">Governed by Support role</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">Governed by Support role</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="5" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">Settings</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">AI agent
settings</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">CRM
integration</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="5" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">AI agent access
management</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Browse user
list</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756929562" target="_blank">Manage user access to AI agents</a></td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Edit AI agents</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">
<p class="p">✔️</p>
<p class="p">(specified only)</p>
</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">
<p class="p">✔️</p>
<p class="p">(all)</p>
</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">
<p class="p">✔️</p>
<p class="p">(all)</p>
</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="5" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">Exporting
data</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Conversation
logs</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Use cases</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Translations</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="5" dir="ltr" style="text-align:center;vertical-align:top;"><strong class="ph b">AI agent and organization
management</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Create AI
agents</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" colspan="2" style="text-align:left;vertical-align:top;">Delete AI agents</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cell-norowborder" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" colspan="2" dir="ltr" style="text-align:left;vertical-align:top;">Manage
organization</td>
<td class="entry row-nocellborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry row-nocellborder" dir="ltr" style="text-align:center;vertical-align:top;">-</td>
<td class="entry cellrowborder" dir="ltr" style="text-align:center;vertical-align:top;">✔️</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_mdb_g15_qmb">
<h2 class="title topictitle2" id="ariaid-title5">Analytics roles</h2>
<div class="body">
<div class="p">The following table shows the Analytics roles available in Admin Center. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Giving agents access to Explore</a>.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mdb_g15_qmb__table_ndb_g15_qmb" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e914" style="vertical-align:top;">Role</th>
<th class="entry cellrowborder" id="d90e917" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e914" style="vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d90e917" style="vertical-align:top;">Can manage all settings and permissions in Explore.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e914" style="vertical-align:top;">Editor</td>
<td class="entry cellrowborder" headers="d90e917" style="vertical-align:top;">Can create and manage dashboards, queries, and datasets.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e914" style="vertical-align:top;">Viewer</td>
<td class="entry cellrowborder" headers="d90e917" style="vertical-align:top;">Can access shared dashboards.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d90e914 d90e917" style="vertical-align:top;">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 <strong class="ph b">Manage channels and extensions</strong>
permission enabled, Support and Talk agents can make changes to Talk
settings.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_a54_zlt_qmb">
<h2 class="title topictitle2" id="ariaid-title6">Voice roles</h2>
<div class="body">
<div class="p">The following table shows the Voice roles available in Admin Center. For more information,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882966170" target="_blank">Giving agents access to Talk</a>.<div class="note" id="topic_a54_zlt_qmb__note_hzx_df3_1rb">
<span class="notetitle">Note:</span> Support
Admins can also manage Voice settings, regardless of their Voice role.</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_a54_zlt_qmb__table_b54_zlt_qmb" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e995" style="vertical-align:top;">Role</th>
<th class="entry cellrowborder" id="d90e998" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e995" style="vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d90e998" style="vertical-align:top;">Can manage all Talk settings but cannot make or receive calls. Does not
require a Talk seat.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e995" style="vertical-align:top;">Team lead</td>
<td class="entry cellrowborder" headers="d90e998" style="vertical-align:top;">A Talk admin who can also make or receive calls.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e995" style="vertical-align:top;">Agent</td>
<td class="entry cellrowborder" headers="d90e998" style="vertical-align:top;">Can make or receive calls.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d90e995 d90e998" style="vertical-align:top;">The Talk Admin role does not consume a seat when
used in conjunction with a free Support seat such as Contributor or Light
agent.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_zys_xht_qmb">
<h2 class="title topictitle2" id="ariaid-title7">Chat roles (live chat and messaging)</h2>
<div class="body">
<p class="p">Chat roles are required for users working with live chat or messaging conversations. The
following table shows the Chat roles available in Admin Center. </p>
<p class="p">For more information on roles for messaging, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6073485578010" target="_blank">Giving agents access to messaging channels</a>.</p>
<div class="p">For more information on roles for live chat, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882929946" target="_blank">Understanding default roles in Zendesk Chat</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893917338" target="_blank">Creating custom Chat roles and assigning users</a>.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zys_xht_qmb__table_azs_xht_qmb" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e1082" style="vertical-align:top;">Role</th>
<th class="entry cellrowborder" id="d90e1085" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e1082" style="vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d90e1085" style="vertical-align:top;">Can manage all Chat or messaging settings and provide chat or messaging
support.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e1082" style="vertical-align:top;">Agent</td>
<td class="entry cellrowborder" headers="d90e1085" style="vertical-align:top;">Can serve chats or messaging conversations, and provide chat or messaging
support.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e1082" style="vertical-align:top;">Agent (limited)</td>
<td class="entry cellrowborder" headers="d90e1085" style="vertical-align:top;">Can serve social messaging conversations and live chats only.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e1082" style="vertical-align:top;">Custom roles (Enterprise)</td>
<td class="entry cellrowborder" headers="d90e1085" style="vertical-align:top;">Admins can define their own Chat roles.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_nym_tzt_pgc">
<h2 class="title topictitle2" id="ariaid-title8">Zendesk QA roles</h2>
<div class="body">
<p class="p">The following table shows the Zendesk QA roles available in Admin Center. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">Understanding roles and permissions in Zendesk
QA</a>.</p>
<p class="p">Zendesk QA permissions apply to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">default workspace</a> only. Additional <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203020826266" target="_blank">workspace permissions</a> can be added on the Zendesk QA side.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" rules="all" summary="">
<colgroup>
<col style="width:35.46099290780141%">
<col style="width:64.53900709219857%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d90e1170" style="vertical-align:top;">Role</th>
<th class="entry cell-norowborder" id="d90e1173" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e1170" style="vertical-align:top;">Admin</td>
<td class="entry cell-norowborder" headers="d90e1173" style="vertical-align:top;">Can see everything and manage all settings.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e1170" style="vertical-align:top;">Agent</td>
<td class="entry cell-norowborder" headers="d90e1173" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e1170" style="vertical-align:top;">Reviewer</td>
<td class="entry cell-norowborder" headers="d90e1173" style="vertical-align:top;">Can view all reviews but cannot edit workspace settings. Can perform peer
reviews.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e1170" style="vertical-align:top;">Workspace lead</td>
<td class="entry cell-norowborder" headers="d90e1173" style="vertical-align:top;">Can view everything in the workspace and manage quizzes, assignments, groups,
disputes, and calibration sessions. Cannot edit other workspace settings or
scorecards.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e1170" style="vertical-align:top;">Workspace manager</td>
<td class="entry cell-norowborder" headers="d90e1173" style="vertical-align:top;">Can view all reviews and manage all workspace settings.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d90e1170" style="vertical-align:top;">Connected user</td>
<td class="entry cellrowborder" headers="d90e1173" style="vertical-align:top;">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.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
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