How to add an Agent and set their role

Adding an Agent or Admin to Zendesk

Before you begin, ensure you have available seats by checking the Seats remaining section on the Team members page.

Steps:

• In Admin Center, navigate to People in the sidebar, then select Team > Team members.
• The Team members page will open. Click Create team member.
• Enter the team member’s Name and Email, then click Next.
• In the Assign role section, choose the user’s Support role from the Support drop-down list, then click Next. Note that you can set other roles later.
• Click Save. The new user is saved, and they will receive a welcome email with a sign-in link if the corresponding option is selected.
• (Optional) To assign additional roles, click the new team member's profile (usually at the top of the list).

User Options

After adding the new team member, you can set user options and agent permissions in their Support profile:

• Name: The user's name.
• Email: The email address used for all email communications with the user. A team member can have more than one email address, but one will be the primary email.
• Role: Defines the user's function and access level in Zendesk Support. Options include end user and staff member roles such as agent or administrator. Only admins can change a user's role.
• Contacts: Other contact information for the user, such as Phone, X (formerly Twitter) handle, Facebook page, and Google account.
• Phone: Personal telephone number for the user.
• Alias: Alternative name for a team member to use on all communications with customers instead of their real name. If this field is blank, the team member's real name is used in email communications.
• Signature: Closing line added to an agent's email notifications.
• Tags: List of tags that will automatically be added to new tickets created by this user.
• Organization: A collection of users (typically customers, but can include team members) created by an admin.
• Language: Language the user will view your Zendesk Support in. This setting affects this user only.
• Time zone: Local time zone for the user, used to time stamp tickets. This setting affects this user only.
• Details: Additional details about the user, such as address. Details are visible to other team members but not customers.
• Notes: Additional notes about the user. Notes are visible to other team members but not customers.

Agent Privileges and Ticket Access

Define agent privileges such as group assignments, ticket access, commenting permissions, and forum access:

• Brand membership: Defines the brands in which the user can view, search, and access tickets. Admins are automatically assigned to all brands, and this cannot be changed.
• Groups: List of groups the agent belongs to. Agents must belong to at least one group.
• Access: Define the agent's access to tickets:
  • All tickets.
  • Tickets in agent's groups. (Choosing this access permission will not allow these agents to assign tickets to other groups.)
  • Tickets in agent's org.
  • Assigned tickets only.
• Comments: Determine the type of comments an agent can make on tickets:
  • Notes and replies: Enables the agent to add both internal notes and public replies to tickets.
  • Notes only: Enables the agent to add only internal notes to tickets.

Remember that on Enterprise plans, agent permissions and ticket access (except for groups) are determined by the agent’s custom role.