Roles

Operations documentation page for Zendesk roles

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

If you are looking for information about maintaining roles, please see Roles workflow

What are Zendesk roles?

Zendesk uses Roles as a way to maintain permission sets for agents.

For information on creating or cloning a role, please see Zendesk documentation.

For information on assigning an agent to a role, please see Zendesk documentation.

For information on editing a role, please see Zendesk documentation.

You can only delete a role if no one is assigned to it.

For information on deleting a role, please see Zendesk documentation.

This should be the single source of truth for the roles used. Never make changes outside of approved workflows.

Always be cautious of changes. Many of these can have significant downstream impacts.