Roles

What are Zendesk roles?

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

How do we maintain them?

We currently maintain all groups via Zendesk itself.

Current Zendesk Global roles

Current Zendesk US Federal roles

Creating a role in Zendesk

To create a group in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Groups page (People > Team > Roles).

From there, click the blue Create role button at the top-right of the page. When making a role, you will:

1. Enter the name of the role
2. Enter a description of the role
3. Go through every permission option to determine the correct selections

After doing so, click the blue Create role button at the bottom-right of the page.

Editing a role in Zendesk

To edit a role in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Groups page (People > Team > Roles).

From there, locate the role in question and click the name. From here, you can make the needed edits and click the blue Save button at the bottom-right of the page.

Deleting a group in Zendesk

To delete a group in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Groups page (People > Team > Groups).

From there, locate the role in question and hover over the name of the role. Then click the 3 dots to the far-right side to open a submenu, which contains the Delete option.

Change management

As the role changes are unique in deployment, please see Zendesk role change management for more information.

Labels to use

For all issues and MRs involving roles, the label Support-Ops-Category::Orgs and Users should be used.

Change criticality

Due to the nature and impact adding/editing/deleting Zendesk groups can impose on agents, all issues/MRs related to Zendesk groups will be classified as either criticality 2 or criticality 3