Plan requirement
| Subscription | Any plan |
| Access | Admin |
On Enterprise the role is the access, so changing it changes what they can open. On every other plan the two are separate settings and you have to do both. That difference is the whole of this article.
Change it
- In Admin Center, click People in the sidebar, then select Team > Team members and open the person.
- Change the Support role.
- On a non-Enterprise plan, check their ticket access as well, because it did not follow the role.
- Check their group membership, and their default group if they have moved team.
- Tell them what changed.
Which plan you are on decides step three
On Enterprise, agent permissions come from the custom role, and ticket access is not set in agent profiles at all. Move somebody to a narrower role and their access narrows with it.
Everywhere else, ticket access lives on the profile independently. Somebody moved to a narrower role keeps whatever access their profile already had, which is exactly the gap you were trying to close. Check both, every time.
Promoting to admin
It grants the ability to change configuration for everybody, immediately and without review. Worth a conversation about what you expect them to change and what they should ask about first, because Zendesk has no draft state to catch a mistake.
Reducing a role
Somebody moving to another team, or stepping back from support. Do it the day the change happens rather than when somebody remembers. Access that outlives the reason for it is the most common finding in any access review, and it is found by an auditor rather than by you.
Their work stays with them
Tickets, comments and history follow the person regardless of role changes, so nothing is lost by adjusting it. That removes the usual reason for hesitating.
Tell them
Somebody who suddenly cannot do what they could yesterday reports it as a fault, or quietly asks a colleague to do it for them. One message prevents both.
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