Plan requirement
| Subscription | Any plan |
| Access | Admin |
Where access is configured, and the order to set it in so nothing is left at a default nobody chose.
The order
- Role. What they can do at all.
- Ticket access. Which tickets they can do it to.
- Groups. What arrives in front of them day to day.
- Products. Which parts of Zendesk they reach.
All four, for everybody. Skipping one leaves it at a default, and the defaults are usually broader than you would have chosen.
Role and access are not the same
The distinction worth repeating: the role is the verb, access is the object. Two people on the same role can see completely different amounts of your account.
Groups are what they actually experience
Views, assignment and routing all follow group membership. Somebody with correct role and access but no groups has a working account and an empty screen.
Products are easy to forget
Explore, Guide, Talk. Each has its own access, and somebody who should be building reports may have everything else right and no Explore permission.
Set it up as a template
For each kind of colleague, write down the four settings once. Then adding somebody is following a list rather than making four judgement calls under time pressure.
Verify by asking
Have the person open Zendesk and say what they can see. Five minutes, and it catches what reading the settings does not.
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