Zendesk Chat currently has three default roles: agent, administrator, and owner. These roles are sufficient for most teams, but organizations with large teams may have complex structures and need the ability to distribute tasks across a variety of members.
To help larger organizations better manage their teams, we’re excited to announce roles and permissions, available on Chat Enterprise. With roles and permissions, managers can create new roles for their agents and control what they have access to in Zendesk Chat.
Using roles and permissions
Here are some examples of how you can use roles and permissions to streamline your chat account:
- Align roles with your team: Create new agent roles (like QA, analyst, team lead) to align with your organizational structure
- Manage multiple teams: Customers that support multiple teams can limit access to chats in their department
- Limit agent activity: Restrict agents to only the chats they serve and block access to all other features.
Roles and permissions ensures your team doesn’t get distracted by features outside of their workflow and no one member has access to all the data.
Setting up roles and permissions
Control access in different areas of Chat for each custom role.
For a complete list of permissions available and more details on setting up this feature, see Creating roles and assigning permissions.
We’d love to hear your feedback about roles and permissions. Post in the comments below and let us know what you think.