Creating custom roles and assigning agents

<body>
<p id="docs-hc-snippet" style="display: none;">On Enterprise plans, you can define your own agent roles and assign agents to those roles. This allows you to define agent roles that suit your own organizational structure and workflow. Several predefined system custom roles are provided to help you get started.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">On Enterprise plans, you can create custom agent roles to match your team’s workflow, set detailed permissions for tickets, users, channels, business rules, security, analytics, and more, then assign agents to those roles. This gives you tighter control over access while helping agents focus on the work they should do.</p>
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<div class="body">

<p class="p">On Enterprise plans, you can define your own agent roles and assign agents to those
roles. This allows you to define agent roles that suit your own organizational structure
and workflow. Several predefined system custom roles are provided to help you get
started.</p>
<p class="p">Admins and agents in custom roles with permission can create and assign custom roles.
However, agents can't modify their own role assignments or permissions or manage admin
roles.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_wms_ctq_qk">
<li class="li"><a class="xref" href="#topic_clf_k5q_qk">Understanding system custom agent roles in Zendesk Support</a></li>
<li class="li"><a class="xref" href="#topic_cxn_hig_bd">Creating custom agent roles</a></li>
<li class="li"><a class="xref" href="#topic_cbu_mmg_bd">Assigning agents to custom
roles</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_sn2_byy_v3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832292506" target="_blank">Managing custom roles</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding standard user roles for
Support</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_clf_k5q_qk">
<h2 class="title topictitle2" id="ariaid-title2">Understanding system custom agent roles in Zendesk Support</h2>
<div class="body">
<p class="p">There are a few predefined standard custom agent roles that reflect typical customer
support roles. These are called <em class="ph i">system</em> custom roles. These roles can be used
as-is, or you can <a class="xref" href="#topic_cxn_hig_bd">create additional
custom agent roles</a> by cloning them.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_clf_k5q_qk__table_jk3_lmy_5t" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Default agent roles</span></caption>
<colgroup>
<col style="width:20%">
<col style="width:80%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d91e105" style="vertical-align:top;">Role</th>
<th class="entry cell-norowborder" id="d91e108" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d91e105" style="vertical-align:top;">Advisor</td>
<td class="entry cell-norowborder" headers="d91e108" style="vertical-align:top;"><span class="ph">Advisors manage the workflow and configure your Zendesk. They create or
manage shared automations, macros, triggers, and views. They also set up the service
level agreements, channels, and extensions. Advisors don't solve tickets, they can only
create tickets on behalf of end users and make private comments.</span></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d91e105" style="vertical-align:top;">Staff</td>
<td class="entry cell-norowborder" headers="d91e108" style="vertical-align:top;"><span class="ph">A Staff agent's primary role is to solve tickets. They can create
tickets on behalf of an end user, edit tickets within their groups, view reports, and
add or edit personal views and macros.</span></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d91e105" style="vertical-align:top;">Team lead</td>
<td class="entry cellrowborder" headers="d91e108" style="vertical-align:top;"><span class="ph">Team leads have greater access to your Zendesk than staff agents. They
can read and edit all tickets, moderate forums, create tickets on behalf of an end user,
and create and edit end users, groups, and organizations.</span></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cxn_hig_bd">
<h2 class="title topictitle2" id="ariaid-title3">Creating custom agent roles</h2>
<div class="body">
<p class="p">You can create your own agent roles or base a new role on a <a class="xref" href="#topic_clf_k5q_qk">system custom agent role</a> that's
predefined for you. You can either edit or clone most existing non-admin roles, or
create a new role from scratch. You can create a maximum of 197 custom roles for
your account. Each of your custom roles must have a unique
name that isn’t too similar to the names of existing roles, such as <em class="ph i">Admin</em> or
<em class="ph i">Administrator</em>.</p>
<div class="p">
<strong class="ph b">To create a new role</strong><ol class="ol" id="topic_cxn_hig_bd__ol_j2m_kdf_grb">
<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" id="topic_cxn_hig_bd__image_d11_mgc_ksb" 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; Roles</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create role</strong>.<p class="p"><img class="image img-screenshot" id="topic_cxn_hig_bd__image_ntg_4df_grb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/roles_add4.png" width="600"></p>
Alternatively, you can copy an
existing role for your new role. Hover over the row of the role you want to
clone, then click the options icon (<img class="image" id="topic_cxn_hig_bd__image_ipk_xdf_grb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) and select <strong class="ph b">Clone</strong>.</li>
<li class="li" dir="ltr">Enter a unique <strong class="ph b">Name</strong> and <strong class="ph b">Description</strong> for the role.
<p class="p">The name must not be too similar to the name of existing roles, such
as <em class="ph i">Admin</em> or <em class="ph i">Administrator</em>.</p>
</li>
<li class="li" dir="ltr">Define and create the agent role as described in <a class="xref" href="#topic_tep_mig_bd">Permissions
that agents with custom roles can have</a>.</li>
<li class="li">When you've finished defining the new role, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_tep_mig_bd">
<h3 class="title topictitle3" id="ariaid-title4">Permissions that agents with custom roles can have</h3>
<div class="body">
<p class="p">When creating custom agent roles, you choose from an extensive list of
permissions that define what agents can do. </p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_tep_mig_bd__simpletable_wny_psx_wsb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d91e252" style="vertical-align:bottom;text-align:left;">Permissions</th>
<th class="stentry" id="d91e255" style="vertical-align:bottom;text-align:left;">Description</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">Tickets</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<p class="p">You can define an agent's access to tickets, the types of comments
they can make, and their editing permissions.</p>
<p class="p">An agent may access tickets that aren't suspended in one of the
following ways: </p>
<ul class="ul" id="topic_tep_mig_bd__ul_ygt_ssx_wsb">
<li class="li"><strong class="ph b">Assigned to them</strong></li>
<li class="li">
<strong class="ph b">Requested by end users in their organizations</strong>: Access
tickets created by end users only within their organizations.
Agents can still see what organizations are available within
their account, but they won't have access to any tickets
assigned to those organizations unless they are a member. Newly
created end users will automatically be assigned to the agent's
organization. If your account has multiple organizations, the
end user is assigned to the agent's default organization.
</li>
<li class="li"><strong class="ph b">Within their groups</strong></li>
<li class="li">
<strong class="ph b">Within their groups and all public groups</strong>: Enable agents
to access and assign tickets within their groups, all public
groups, and tickets that haven't been assigned to a group.</li>
<li class="li">
<strong class="ph b">All, including those in private groups</strong>: Access to all
tickets, including tickets in private groups they don't belong
to.</li>
</ul>
<p class="p">Notwithstanding ticket access restrictions, cc'ing an agent
(including a Light Agent) on any ticket lets the agent receive email
notifications of all public and private updates to the ticket.</p>
<div class="p">An agent may assign tickets to brands in the following ways:<ul class="ul" id="topic_tep_mig_bd__ul_eqp_zr5_bcc">
<li class="li">
<strong class="ph b">Only assign tickets to brands they belong to</strong>: Assign
tickets only within their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank">brand
memberships</a>.</li>
<li class="li">
<strong class="ph b">Assign tickets to any brand</strong>: Assign tickets to brands
they don't belong to.</li>
</ul>
</div>
<div class="p">An agent may assign tickets to groups in the following ways:<ul class="ul" id="topic_tep_mig_bd__ul_vhw_hs5_bcc">
<li class="li"><strong class="ph b">Only assign tickets to groups they belong to and public
groups</strong></li>
<li class="li">
<strong class="ph b">Assign tickets to any group</strong>: Assign tickets to
private groups they don't belong to.</li>
</ul>
</div>
<div class="p">An agent may manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893392922" target="_blank">suspended tickets</a> in one
of the following ways:<ul class="ul" id="topic_tep_mig_bd__ul_rgh_lzw_fyb">
<li class="li">
<strong class="ph b">Not allowed</strong>: Can't access the suspended tickets
view.</li>
<li class="li">
<strong class="ph b">Recover or delete</strong>: Recover or delete suspended
tickets and export the list of suspended tickets.</li>
</ul>
</div>
<p class="p">Interacting with tickets:</p>
<ul class="ul" id="topic_tep_mig_bd__ul_aht_ssx_wsb">
<li class="li">
<strong class="ph b">Edit ticket properties</strong>: Be assigned to tickets and edit
properties.</li>
<li class="li">
<strong class="ph b">Edit ticket tags</strong>: Add and remove tags on tickets. Agents
without this can still set custom fields. Agents without this
can't add tags with macros on existing tickets, but they can add
tags with macros upon ticket creation. </li>
<li class="li">
<strong class="ph b">Redact ticket content</strong>: Permanently remove sensitive
ticket attachments and text in comments and side
conversations.</li>
<li class="li">
<strong class="ph b">Manage malicious attachments</strong>: Manage access to
attachments with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4483794022170" target="_blank">detected malware</a>.</li>
<li class="li">
<strong class="ph b">Merge tickets</strong>: Merge two tickets.</li>
<li class="li">
<strong class="ph b">Delete tickets</strong>: Delete tickets and recover them. Can also
mark a ticket as spam if they have permission to delete the end
user. <ul class="ul" id="topic_tep_mig_bd__ul_bht_ssx_wsb">
<li class="li">
<strong class="ph b">View deleted tickets</strong>: Access the deleted tickets
view, recover deleted tickets, and delete tickets
permanently.</li>
</ul>
</li>
</ul>
<p class="p">Agents can add ticket comments in one of the following ways:</p>
<ul class="ul" id="topic_tep_mig_bd__ul_cht_ssx_wsb">
<li class="li"><strong class="ph b">Private comments only</strong></li>
<li class="li"><strong class="ph b">Public and private comments</strong></li>
</ul>
<div class="p">Additional ticket settings:<ul class="ul" id="topic_tep_mig_bd__ul_dht_ssx_wsb">
<li class="li">
<strong class="ph b">View satisfaction prediction for tickets</strong>: View the
predicted satisfaction ratings for tickets. Agents without
this permission can still see the satisfaction prediction in
views they can access.</li>
<li class="li">
<strong class="ph b">Manage ticket fields</strong>: Create, modify, and delete
ticket fields using the Ticket fields page in Admin Center.
Agents can't take these actions through the API.</li>
<li class="li">
<strong class="ph b">Manage ticket forms</strong>: Create, modify, and delete
ticket forms.</li>
</ul>
</div>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5914453843994" target="_blank">Custom objects</a></td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">You can define an agent's access to each custom object in your
account. By default, agents don't have access to custom objects. They
can be granted any combination of the following permissions for each
custom object.<ul class="ul" id="topic_tep_mig_bd__ul_gj1_nvs_3yb">
<li class="li"><strong class="ph b">View</strong></li>
<li class="li"><strong class="ph b">Edit</strong></li>
<li class="li"><strong class="ph b">Add</strong></li>
<li class="li"><strong class="ph b">Delete</strong></li>
</ul>
<p class="p">Permission to <strong class="ph b">View</strong> is automatically selected if you
select any other type of permission for an object.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817293579674" target="_blank">Assets</a></td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">You can define an agent's access to assets and asset records.<div class="p">An
agent may view and manage asset types in Admin Center in one of the
following ways:<ul class="ul" id="topic_tep_mig_bd__ul_cjy_qxn_f3c">
<li class="li"><strong class="ph b">No access</strong></li>
<li class="li">
<strong class="ph b">View, create, edit and delete</strong>: Create and modify
asset types, asset fields, and asset locations in Admin
Center.</li>
</ul>
</div>
<div class="p">An agent may view and manage asset records in one of the
following ways:<ul class="ul" id="topic_tep_mig_bd__ul_otx_myn_f3c">
<li class="li"><strong class="ph b">No access</strong></li>
<li class="li">
<strong class="ph b">View only</strong>: View asset records and asset data in
tickets.</li>
<li class="li">
<strong class="ph b">Update asset status and assign assets</strong>: View asset
records and data, update asset statuses, and assign assets
in tickets.</li>
<li class="li">
<strong class="ph b">Create, edit, and delete asset records, and assign
assets</strong>: Create and manage asset records and assign
assets in tickets.</li>
</ul>
</div>
<div class="p">Additional permissions:<ul class="ul" id="topic_tep_mig_bd__ul_xlt_yzr_cjc">
<li class="li">
<strong class="ph b">Execute IT asset management actions</strong>: An agent may
initiate IT asset management actions from the Agent
Workspace.</li>
</ul>
</div>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">People</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<p class="p">You can define an agent's access to users and user profiles.</p>
<div class="p">When selected, an agent may update or take action on the following
profile and contact fields on their own profile. When deselected,
the field becomes read-only for agents.<ul class="ul" id="topic_tep_mig_bd__ul_gnj_mns_t3c">
<li class="li">Profile name</li>
<li class="li">Alias</li>
<li class="li">Photo</li>
<li class="li">Additional contacts</li>
<li class="li">Signature</li>
<li class="li">Add forwarding numbers</li>
</ul>
</div>
<p class="p">An agent may view and edit individual end user profiles in one of the
following ways. Permission to assume profiles allows viewing an end
user's tickets in Knowledge, including tickets that may be assigned
outside the agent's normal ticket access.
</p>
<ul class="ul" id="topic_tep_mig_bd__ul_b53_vsx_wsb">
<li class="li">
<strong class="ph b">View only</strong>: View end user profiles, but can't create new
end users.</li>
<li class="li">
<strong class="ph b">Add, edit, and assume profiles in organizations they belong
to</strong>: Newly-created end users will automatically be
assigned to the agent's organization. If your account has
multiple organizations, the end user is assigned to the agent's
default organization.</li>
<li class="li">
<strong class="ph b">Add, edit, and assume profiles for any end user</strong>:
Newly-created end users won't have an organization associated
with them.</li>
<li class="li">
<strong class="ph b">Add, edit, delete, and assume profiles for any end user</strong>:
Newly-created end users won't have an organization associated
with them.</li>
</ul>
<p class="p">Permissions to edit end users enables the agent to verify end users.
Only admins can change an end user's role.</p>
<div class="p">Managing team members:<ul class="ul" id="topic_tep_mig_bd__ul_r1x_zdx_fyb">
<li class="li"><strong class="ph b">Not allowed</strong></li>
<li class="li"><strong class="ph b">View only</strong></li>
<li class="li">
<strong class="ph b">Create, edit, delete team members, and reassign
roles</strong>: Add, edit, and delete team members, and manage
roles for all team members except for admins and their own
role. Agents can't promote users to the admin or billing
admin roles. Additionally, admins can't manage account
owners. This permission includes the ability to import and
export team members.</li>
</ul>
</div>
<div class="p">Managing custom agent roles:<ul class="ul" id="topic_tep_mig_bd__ul_rfz_hlf_zwb">
<li class="li">
<strong class="ph b">Create, edit, and delete roles</strong>: Create and modify all
roles other than their own. Does not give permission to
assign roles to other agents.
</li>
</ul>
</div>
<p class="p">Viewing and managing customer lists with the Customer List add-on
(for accounts created prior to September 9,
2020):</p>
<ul class="ul" id="topic_tep_mig_bd__ul_d53_vsx_wsb">
<li class="li"><strong class="ph b">View only</strong></li>
<li class="li"><strong class="ph b">Add and edit personal lists</strong></li>
<li class="li"><strong class="ph b">Add and edit personal and groups lists</strong></li>
<li class="li"><strong class="ph b">Add and edit personal, group, and global customer
lists</strong></li>
</ul>
<p class="p">Managing groups:</p>
<ul class="ul" id="topic_tep_mig_bd__ul_f53_vsx_wsb">
<li class="li">
<strong class="ph b">Add and remove team members from groups</strong>: Manage team
members assigned to groups.</li>
<li class="li">
<strong class="ph b">Manage groups</strong>: Create, edit, and delete groups.</li>
</ul>
<p class="p">Managing organizations:</p>
<ul class="ul" id="topic_tep_mig_bd__ul_cyp_nw3_ywb">
<li class="li">
<strong class="ph b">Add, update, and delete organizations</strong>: Add, update, and
delete organizations. Gives access to edit field values on the
organization.</li>
<li class="li">
<strong class="ph b">Manage organization fields</strong>: Gives access to the Admin
Center pages for setting up custom organization fields.
</li>
</ul>
<div class="p">Other user-related permissions:<ul class="ul" id="topic_tep_mig_bd__ul_gxv_yw3_ywb">
<li class="li">
<strong class="ph b">Manage user fields</strong>: Create, modify, and delete custom
fields for user profiles for end users. (Only admins can
manage user fields for agents or other admins.)</li>
<li class="li">
<strong class="ph b">View customer lists</strong>: Access the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828129946" target="_blank">Customers page</a>.
<div class="p">When this permission is deselected for agents:<ul class="ul" id="topic_tep_mig_bd__ul_sg3_1d2_4jc">
<li class="li">Search in Zendesk Support will no longer return
user, group, or organization information.</li>
<li class="li">Search and auto-complete functions on the
Assignee and Requester fields in tickets will
continue to work as normal.</li>
<li class="li">Agents can't add other agents to tickets using
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4928739064986" target="_blank">@mentions</a>.</li>
</ul>
</div>
</li>
</ul>
</div>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">Channels</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<div class="p">Depending on the channels and admin permissions that have been
enabled for your account, agents may also be allowed to do any of
the following:<ul class="ul" id="topic_tep_mig_bd__ul_jj3_wsx_wsb">
<li class="li">
<strong class="ph b">Manage APIs</strong>: Create, edit, and delete OAuth clients,
API tokens, Conversations API credentials and Conversations
integrations, and view API analytics and usage data.</li>
<li class="li">
<strong class="ph b">Manage channels and extensions</strong>: Manage channels
including email, social messaging apps, and other modes of
communication. Extensions include targets, webhooks, and
integrations.<div class="note" id="topic_tep_mig_bd__note_fhv_wqx_mwb">
<span class="notetitle">Note:</span> Depending on
your admin permissions, some channels may not appear in
the menu.</div>
</li>
<li class="li">
<strong class="ph b">Manage Zendesk Support apps</strong>: Install, upload, manage,
and uninstall Support apps using the Zendesk Support apps
page in Admin Center.</li>
<li class="li">
<strong class="ph b">Manage Facebook pages</strong>: Add Facebook pages that create
tickets from Facebook wall posts. </li>
<li class="li">
<strong class="ph b">Access saved X Corp searches</strong>: Access tweets from the
X saved search
stream.</li>
<li class="li">
<strong class="ph b">Access Chat requests</strong>: Access chats from end
users.</li>
<li class="li">
<strong class="ph b">Answer and place phone calls</strong>: Answer calls from and
place calls to end users.</li>
</ul>
</div>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">Agent workflow</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<p class="p">The Agent workflow section includes access and editing permissions
for views, macros, and dynamic content.</p>
<p class="p">Views are predefined conditions for a collection of tickets. Agents
may access views in one of the following ways:</p>
<ul class="ul" id="topic_tep_mig_bd__ul_bsb_xsx_wsb">
<li class="li"><strong class="ph b">Play views only</strong></li>
<li class="li"><strong class="ph b">See views only</strong></li>
<li class="li"><strong class="ph b">Add and edit personal views</strong></li>
<li class="li"><strong class="ph b">Add and edit personal and group views</strong></li>
<li class="li"><strong class="ph b">Add and edit personal, group, and global views</strong></li>
</ul>
<div class="p">Additional views settings:<ul class="ul" id="topic_tep_mig_bd__ul_mqz_s5g_xyb">
<li class="li">
<strong class="ph b">Limit number of views</strong>: Limits agents to the previous
default amount of views, which is a maximum of 12 shared
views and 8 personal views. Otherwise, agents will have
access to the default amount of views, which is 100 shared
views and 10 personal views.</li>
<li class="li">
<strong class="ph b">Access view filtering</strong>: Allows agents to view and use
views filtering. This permission gives you more control over
the agent experience.</li>
<li class="li">
<strong class="ph b">CSV Export</strong>: Allows agents to export CSV files, which
contain an entry for each ticket in the view, along with its
associated ticket information.</li>
</ul>
</div>
<p class="p">Macros apply predefined actions to a ticket. Agents may do the
following with macros:</p>
<ul class="ul" id="topic_tep_mig_bd__ul_csb_xsx_wsb">
<li class="li">
<strong class="ph b">Apply only</strong>: Can apply macros, but can't add or edit
them.</li>
<li class="li"><strong class="ph b">Add and edit personal macros</strong></li>
<li class="li"><strong class="ph b">Add and edit personal and group macros</strong></li>
<li class="li"><strong class="ph b">Add and edit personal, group, and global macros</strong></li>
</ul>
<p class="p">An agent can only update the groups on a macro if they are a member
of every group.</p>
<div class="p">Additional agent workflow settings:<ul class="ul" id="topic_tep_mig_bd__ul_dsb_xsx_wsb">
<li class="li">
<strong class="ph b">Manage ticket settings</strong>: Access the Ticket Settings
page in Admin Center to configure all settings on that page,
such as settings for ticket comments, attachments,
followers, assignments, and notifications.</li>
<li class="li">
<strong class="ph b">Access dynamic content</strong>: View, add, and edit dynamic
content.</li>
<li class="li">
<strong class="ph b">Manage contextual workspaces</strong>: View, add, and edit
contextual workspaces.</li>
<li class="li">
<strong class="ph b">Contribute to side conversations</strong>: Reply to or start
new side conversations with third parties or other agents
outside the ticket flow. Without this, agents can only view
side conversations. This option is only available if your
Zendesk plan includes side conversations (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">Using side conversations
in tickets</a>).</li>
<li class="li">
<strong class="ph b">Create approval requests</strong>: Create and withdraw
approval requests. This only pertains to creating and
managing approval requests, not actually responding to them.
No permissions are required to be an approver.</li>
</ul>
</div>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">Business rules</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<div class="p">You can decide if agents can manage business rules. <ul class="ul" id="topic_tep_mig_bd__ul_eks_xsx_wsb">
<li class="li">
<strong class="ph b">Automations</strong>: View, add, edit, and delete
automations.</li>
<li class="li">
<strong class="ph b">Service level agreements (SLAs)</strong>: View, add, edit, and
delete SLAs.</li>
<li class="li">
<strong class="ph b">Triggers</strong>: View, add, edit, and delete triggers. Does
not apply to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4963959597594" target="_blank">Slack ticket
triggers</a>. Agents can still view individual
triggers without this
permission.</li>
<li class="li">
<strong class="ph b">Business rules analysis</strong>: Can access business rules
analysis.</li>
</ul>
</div>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">Omnichannel routing</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">You can give agents permission to manage the following
routing-related settings.<ul class="ul" id="topic_tep_mig_bd__ul_ech_4m3_s3c">
<li class="li">
<strong class="ph b">Manage skills</strong>: View, add, edit, and delete skills.</li>
<li class="li">
<strong class="ph b">Manage agent status:</strong> Change agent status from the live
reporting dashboard. </li>
<li class="li">
<strong class="ph b">Manage capacity rules</strong> permissions include:<ul class="ul" id="topic_tep_mig_bd__ul_cfm_qm3_s3c">
<li class="li"><strong class="ph b">No access</strong></li>
<li class="li"><strong class="ph b">Only view and assign agents to capacity
rules</strong></li>
<li class="li">
<strong class="ph b">View, add edit, and delete capacity rules</strong>:
Requires the <strong class="ph b">Manage team members</strong> permission to be
set to <strong class="ph b">View only</strong> or <strong class="ph b">Create, edit, delete team
members, and reassign roles</strong>.
</li>
</ul>
</li>
</ul>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">Security and privacy</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<p class="p">You can give agents security and privacy permissions.</p>
<p class="p"><strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8301879320474" target="_blank">Manage deletion
schedules</a></strong> permissions include:</p>
<ul class="ul" id="topic_tep_mig_bd__ul_gpc_ft1_tzb">
<li class="li"><strong class="ph b">Not allowed</strong></li>
<li class="li">
<strong class="ph b">View only</strong>: View deletion schedules only.</li>
<li class="li">
<strong class="ph b">Create, edit, and delete</strong>: Can create, edit, and delete
deletion schedules.</li>
</ul>
<p class="p"><strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9368104312602" target="_blank">Data masking</a></strong>
permissions (ADPP add-on): Hides end user personally identifiable
information (PII) from the role.</p>
<div class="p">Log permissions include:<ul class="ul" id="topic_tep_mig_bd__ul_fyg_xf2_yhc">
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828001434" target="_blank">View audit
logs</a></strong>: View the audit log to track changes
to your account.</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6066010357530" target="_blank">View access
logs</a></strong> (ADPP add-on): View the access log
to track what data has been accessed in your account.</li>
</ul>
</div>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">Help center (if enabled)</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<p class="p">You can give agents help center permissions.</p>
<div class="p">
<ul class="ul" id="topic_tep_mig_bd__ul_xnd_zsx_wsb">
<li class="li">
<strong class="ph b">Manage Knowledge</strong>: Access the help center as an admin
to manage articles, themes, and setting. </li>
</ul>
</div>
<p class="p">When this option is selected, agents in this role have Knowledge
admin permissions. When this option is not selected, agents in this
role have Knowledge viewer permissions. For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827842458#topic_gmm_j1c_qk" target="_blank">Understanding Knowledge roles</a>.</p>
<p class="p">When this setting is <em class="ph i">not</em> selected, it does not necessarily
mean that agents can't add and edit articles and posts. Permission
to add and edit articles is determined by user management
permissions set on each article (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834435738" target="_blank">Setting agent editing and publishing
permissions on articles</a>). Permission to add and edit
posts is set at the topic level and applies to all posts in the
topic (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821305498" target="_blank">Allowing agents to add or edit posts in
community topics</a>).</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;">Analytics (if Explore is enabled)</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<p class="p">If Explore is enabled, you can configure the level of access that
agents have to analytics.</p>
<div class="p">
<strong class="ph b">Explore</strong><ul class="ul" id="topic_tep_mig_bd__ul_c5c_btx_wsb">
<li class="li">
<strong class="ph b">No access</strong>: Cannot access Explore.</li>
<li class="li">
<strong class="ph b">View dashboards</strong>: Can view dashboards shared with
them.</li>
<li class="li">
<strong class="ph b">Manage reports and dashboards</strong>: Can create, edit, and
delete reports and dashboards.</li>
<li class="li">
<strong class="ph b">Manage reports, dashboards, and datasets</strong>: Can manage
administrative settings and permissions for Explore.</li>
</ul>
</div>
<p class="p">For additional details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Giving users access to
Explore</a>.</p>
<p class="p"><strong class="ph b">Data they can view and report on</strong></p>
<ul class="ul" id="topic_tep_mig_bd__ul_s3g_qhw_b3c">
<li class="li">
<strong class="ph b">Data from brands and groups they belong to:</strong> Restrict
access to only data in brands and groups that the user is part
of.</li>
<li class="li">
<strong class="ph b">Data from selected brands and groups:</strong> Opens two menus
where you can select the brands and groups that the user can
report on.</li>
<li class="li">
<strong class="ph b">All data:</strong> No brand or group restrictions are
applied.</li>
</ul>
<p class="p"><strong class="ph b">View Talk dashboard</strong></p>
<ul class="ul" id="topic_tep_mig_bd__ul_z4l_qvd_wcc">
<li class="li">View details about calls on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883025690" target="_blank">dashboard</a>.</li>
</ul>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d91e252" style="vertical-align:top;"> Admin copilot</td>
<td class="stentry" headers="d91e255" style="vertical-align:top;">
<p class="p">You can manage team members' access to admin copilot conversational
assistance.</p>
<div class="p">
<ul class="ul" id="topic_tep_mig_bd__ul_cf4_ttb_bkc">
<li class="li">
<strong class="ph b">Allow access to conversational assistance</strong>: Access to
admin copilot conversational assistance. </li>
</ul>
</div>
<p class="p">When this option is selected, team members with this permission can
converse with admin copilot and instruct it to act in line with
their permissions. </p>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10013995711386#topic_rwb_5dt_fjc" target="_blank">Admin copilot conversational
assistance must be turned on</a> in your account for team
members to be able to access it.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_yhm_s5d_hjb">
<h3 class="title topictitle3" id="ariaid-title5">Permissions that agents with custom roles can't have</h3>
<div class="body">
<p class="p" dir="ltr">There are some permissions that are available to admins that you can't
assign to agents with custom roles. For example:</p>
<ul class="ul" id="topic_yhm_s5d_hjb__ul_ajj_t5d_hjb">
<li class="li" dir="ltr">Create or edit other agent or admin profiles</li>
<li class="li" dir="ltr">Install apps</li>
<li class="li" dir="ltr">Change a user's role</li>
<li class="li" dir="ltr">Bulk import orgs or users</li>
<li class="li" dir="ltr">Delete call recordings from tickets</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894200474" target="_blank">Assume</a>
other agents</li>
<li class="li" dir="ltr">Edit subscriptions (including trials)</li>
<li class="li">Generate and manage API
tokens</li>
</ul>
<p class="p" dir="ltr">For more information about agent and admin permissions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank"><u class="ph u">Understanding Zendesk Support user
roles</u></a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_cbu_mmg_bd">
<h2 class="title topictitle2" id="ariaid-title6">Assigning agents to custom roles</h2>
<div class="body">
<p class="p">You can assign agents to a custom role from the role's settings or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450" target="_blank">from the agent's profile</a>.</p>
<p class="p"><strong class="ph b">To add agents to a custom role</strong></p>
<ol class="ol" id="topic_cbu_mmg_bd__ol_tlg_wgc_2rb">
<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" id="topic_cbu_mmg_bd__image_d11_mgc_ksb" 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; Roles</strong>.</span></li>
<li class="li">On the role you want to add agents to, click the options icon (<img class="image" id="topic_cbu_mmg_bd__image_g1r_nsk_tcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) and select <strong class="ph b">Edit</strong>.<img class="image img-screenshot" id="topic_cbu_mmg_bd__image_vzh_jhc_2rb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/roles_custom_edit.png" width="600"><p class="p">A detailed view of the custom role's
settings is displayed. A list of team members in this role is visible in a
panel on the right.</p>
</li>
<li class="li">Click the <strong class="ph b">Actions</strong> menu, then <strong class="ph b">Assign role</strong>.<p class="p">The <strong class="ph b">Assign role</strong>
window is displayed.</p>
</li>
<li class="li">In the <strong class="ph b">Select team members</strong> field, select a team member from the list or
search for a team member’s name and select it from the search results.<p class="p">To add
additional team members, search again and select another team
member.</p>
<p class="p">To remove an agent from the <strong class="ph b">Select team members</strong> field,
click the <strong class="ph b">x</strong> next to their name.</p>
</li>
<li class="li">Click <strong class="ph b">Assign role</strong>.<p class="p">An updated list of agents in the role is displayed
on the role settings page.</p>
</li>
</ol>
</div>
</div>
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