Zendesk Support defines a number of user roles that are key to managing the people who generate support requests, those who resolve them, and the tickets themselves. Users and people are essentially equivalent terms; it's the broadest definition for all people who use your Zendesk. When you need to manage people, your starting point is almost always the People page. This is where you add new users, define their roles and privileges, and then organize them using groups and organizations. You'll usually only see the word users in documentation like this.
Each user's role is defined when they are added, although you may change a user's role as needed. And, when users sign in, they are only shown the parts of Zendesk Support that they are allowed to see and use.
If you have an Enterprise plan, you can define your own agent roles and assign those roles to any agent. This allows you to define agent roles that suit your own organizational structure and workflow.
Default Roles
Role |
Definition |
Description |
Account Owner |
Person who created the account |
The account owner is a type of administrator. The account name is associated with this person's name, usually the person who created the account. There can only be one account owner; however, account ownership can be reassigned by the account owner to another administrator if needed. The account owner has access to areas of Zendesk Support that other administrators do not, such as invoicing, payment options, and benchmarking for the account. |
Administrator |
Management staff |
Admins are agents with additional privileges to manage and customize your Zendesk. Admins can be assigned tickets like agents but they may also do the following:
|
Agent |
Support staff |
Agents are the bulk of the support staff. They are assigned tickets and interact with customers as needed to resolve support issues. |
End-user |
Customer |
End-users are the people who generate support requests from any of the available support channels. End-users don't have access to any of the administrator and agent features of Zendesk Support. They can only submit and track tickets and communicate with agents publicly, which means that their ticket comments can never be private. End-users interact with your Zendesk Support via the support channels you've made available to them. |
Comments
0 comments
Please sign in to leave a comment.