Roles and permissions

Every team member is an Admin or an Agent. Admins can do everything, including the Admin Center. An agent’s permissions role decides what they can see and do.

Built-in roles

Role	Can do
Agent	Sees all tickets, replies publicly, edits tickets, can be assigned, merges and bulk edits, edits customers and organizations, views reports, serves chats.
Light agent	Sees tickets in their groups and adds internal notes only. Can’t be assigned or edit tickets. Light agents don’t take a paid seat.

Built-in roles are read-only. Duplicate one to make your own version.

Custom roles

On Pro and Enterprise, create roles under Admin Center, People, Roles. You choose which tickets the role sees (all, its groups, or only its own) and each permission, such as merging, editing tags, redacting, deleting, exporting views, managing macros and views, reports and single Admin Center areas. See Create a custom role.

Custom roles imported from Zendesk keep their permissions.

Related

• Create a custom role
• Admin Center
• Light agents