Understanding Roles and Permissions in Zendesk

Proper use of roles and permissions ensures security and efficient access to Zendesk tools and data.

User Roles

• Admin: Full access to settings and tools

• Agent: Handles tickets, limited settings access

• End-user: Submits and views their own tickets 

Custom Roles (Enterprise Plan) Create tailored roles to fit different teams. You can limit access to views, reports, macros, and other features.

Managing Roles Go to Admin Center > People > Roles to view, edit, or assign roles.

Security Best Practices

• Use the least privilege principle

• Regularly review and audit role assignments

• Enable 2FA for admins and sensitive roles