This article describes how to use Zendesk Admin Center to view and change roles for team members. It also describes how to use Admin Center to activate and deactivate product access.
This article includes the following sections:
About team member roles and access
Admin Center provides a central location for setting a team member’s roles and product access across multiple Zendesk products. Previously, you had to navigate across multiple locations to set roles or activate product access for staff members who used more than one Zendesk product.
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.
Admins, in any product, can set product access for most team members, including themselves. Only admins in Support can set product access and assign roles for all team members in Support. For example, a Chat admin with light agent permission in Support can still make product access and role changes for team members in any product except Support.
Admins can set roles for any team member, except themselves. They need another admin to do that. The account owner can set access and team member roles for any user, including themselves.
The following video shows you how to open one of your team member's profiles and manage their role settings. You can also specify what level of permission they have for each product.
Assigning roles and access for Explore (2:05)
The following video shows you how to allow or block access to different products for each agent and how to downgrade an agent's role.
Managing team member access and permissions in Zendesk (1:53)
Product dependencies for roles and access
Your options for assigning roles vary depending on the product type. For more information, see About team member product roles and access.
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 custom roles.
If you only have a Zendesk Sell plan, without a Zendesk Suite or Support plan, one Support seat is included for administrative functions with a role of Contributor. Explore roles are defined by custom Sell roles for Enterprise plans, or can be manually configured on other Sell plans.
If you have Zendesk Sell as well as a Zendesk Suite plan, in most cases Guide and Explore roles are still dependent on the Support role. However, in some cases, such as when you set the Support role to Light agent or you have a Zendesk Suite Professional plan or lower, the Explore role can become dependent on the Zendesk Sell role.
Opening the team member's profile
There are several ways to open a team member's profile in Admin Center, depending on which product you’re using. Here are some examples:
To open a team member's profile from admin center
- In Admin Center, click
People in the sidebar, then select Team > Team members. - Locate the team member or use the search to find the team member.
- Click the team member to access their settings.
To open a team member's profile from Support
- In Support, click the team member to open their user profile.
- In the menu on the left, click Manage in Admin Center under Role.
The team member’s Roles and access page opens.
To open the page from Sell
- In Sell, click the Settings icon (
), then select Manage >
Users. - Search for the name of the user you want to edit.
- In the search results, click the name of the user you want to edit, then click the
Edit profile button.
The agent’s profile in Admin Center opens in a new tab.
- Click the Roles and access tab.
Setting team member's roles
To assign a role to a team member in Admin Center
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Locate the team member or use the search to find the team member.
- Click the team member to access their settings.
- In the Role column, use the drop-down fields to select the new role you want to
assign to the team member.
Note: You must be an admin in Support to set a team member's role in Support. - Click Save.
- Repeat this procedure for each user whose role you want to change.
Setting Viewer roles for Guide and Explore
Team member roles you can set for Guide and Explore include a Viewer role you can use to grant access without providing full agent permissions. For example, the Explore Viewer role allows staff members (including light agents) to view dashboards shared with them, but they cannot create queries and dashboards. The Guide Viewer roles provides staff members with the same permissions as end users. They can't be granted create, edit, and publish privileges. See About team member product roles and access.
Activating and deactivating product access
Activating product access 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, Admin Center shows when your subscription limit is reached.
To activate or deactivate product access for a team member
-
In Admin Center, click
People in the sidebar, then select Team > Team members..
- Locate the team member or use the search to find the team member.
- Click the team member to access their settings.
- In the Access column, select the products you want to activate for the team
member and deselect the products you don't want the team member to access.
- Click Save.
- Repeat this procedure for each user whose access you want to set.
Limitations
You can use Admin Center to manage team member roles and product access. Product-specific settings are still managed separately within each product. For example:
- Adding end users
- Downgrading users from a team member to an end user
- Deleting team members (with the exception of Chat 4-only and Sell-only accounts). Chat 4-only accounts and Sell-only accounts can delete team members from Admin Center.
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