Table of Contents
Overview
Zendesk is a popular customer service software that allows companies to manage customer support interactions across multiple channels like email, phone, chat, and social media. As your business grows, you may need to add more agents to handle increased customer demand.
This article provides a step-by-step guide on how to add new agents in Zendesk and assign them appropriate roles and permissions.
Prerequisites
Before adding agents, make sure:
- You have administrator access to your Zendesk account
- You have available agent seats based on your Zendesk subscription plan
- You have created the necessary groups and roles to assign agents
Add New Agents
Follow these steps to add a new agent:
Step 1: Access Admin Center
Log in to your Zendesk account and click on the Admin Center option.
Step 2: Go to People > Team Members
From the left sidebar, click on People > Team Members. This will open the Team Members page.
Step 3: Click Add Button
On the top right, click the Add button to add a new team member.
Step 4: Enter Details
In the pop-up, enter the Full Name, Email, and select Staff Member as the user type.
Step 5: Assign Role
Under Role, select the appropriate role for this agent like Agent, Admin, etc.
Step 6: Add to Groups
Under Groups, select the group(s) this agent should belong to.
Step 7: Click Add
Finally, click Add at the bottom to finish adding the new agent.
Assign Permissions
Based on the role, agents get default permissions. You can further customize permissions:
Access Agent Profile
Click on the agent’s name to access their profile and adjust permissions.
Adjust Settings
Go to each section like Tickets, Reporting, Channels etc. and enable/disable permissions.
Click Save
Once done, click Save at the bottom to apply the changes.
Create Custom Roles
Zendesk allows creating custom roles with specialized permission sets:
Go to Admin Center > Roles
From the left sidebar, navigate to Team > Roles
Click Create Role
On the top right, click Create Role.
Configure Settings
Give the role a name, description, define permissions, and access restrictions.
Click Save
Finally, click Save to create the new custom role.
Best Practices
Follow these best practices when structuring your agents and roles:
- Maintain a clear hierarchy with limited admin roles
- Create specialized custom roles instead of overly broad access
- Set up required groups and organizations before adding agents
- Control access to sensitive tickets and data
Conclusion
Adding and managing agents is easy in Zendesk. Make sure to optimize permissions and access to provide the best customer experience. Leverage custom roles to align with business needs and scale your support operations.
