Agents

Operations documentation page for Zendesk agents

This is an informational page for the Zendesk agents. It may not reflect the way we actually manage Zendesk agents.

If you are looking for information about modifying the agent sync, please see agent sync workflow
If you are looking for information about provisioning agents, please see provisioning workflow

In Zendesk, agents are those who have abilities beyond end-users (and thus access the agent workspace).

We largely manage agents via the agent sync (for the Support team) and via provisioning/deprovisioning.

Agent Sync

This solely applies to those who have YAML files in Support team YAML files

The agent sync is how we manage the Support teams various metadata within Zendesk. This is run on a scheduled pipeline via the corresponding project:

Each run will update the following for the agents:

Any modifications to a Support agent in Zendesk will be overridden by this.

This should never be done unless specifically indicated in workflow, such as the provisioning workflow

To create an agent in Zendesk: