Roles
Operations workflow page for Zendesk custom roles
Note
Guide changes are classified as ad-hoc as the changes are made directly in Zendesk. Once changes are made in Zendesk they are live.
Changes to these can cause severe problems if you have not thoroughly tested them. Exercise extreme caution before proceeding.
Creating a role
Note
Exercise extreme caution when dealing with roles. You can cause severe security incidentss or severely break agent workflows.You will make the change directly in Zendesk. Remember any changes should also be reflected in the Roles documentaiton (as it is the single source of truth).
Editing a role
Note
Due to the potential downstream impact, you should never edit a role. If you are looking to make changes to a role, you should make a new role and migrate users over to it.Deleting a role
Note
Due to the potential downstream impact, you should never delete a role.
Last modified April 3, 2025: Migrating support readiness handbook to security (
9196a840)
