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.
Where it is
Admin Center, then People > Team > Team members, and open the person, then the Roles and access tab. Each product area has its own role as a dropdown, with what they may reach beside it.
Two things about that screen. A product has to be activated for the person before the role beside it means anything, so somebody who has been given a role and still cannot get in usually has the role without the activation. And only the products active on your account appear in the list, which is why a colleague's screenshot may show rows that yours does not.
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.
There are four ways an agent can reach tickets, and choosing between them is the whole of step two.
- All tickets in the account.
- Only tickets assigned to the group or groups they belong to.
- Only tickets received from the organisation they belong to.
- Only tickets they are assigned to.
The last one reads as the tidy answer and is almost always the wrong one. An agent who sees only their own tickets cannot pick anything up, so somebody has to assign every ticket to them by hand.
Groups are what they 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
Support, Guide, Explore, Talk, Chat. Each has its own Product access role on the Team members page, and somebody who should be building reports may have everything else right and no Explore permission.
Only the product areas that are active in your account appear in the list. A row that is missing is not a permission you overlooked, it is a product that is not switched on, and no amount of clicking here will produce it.
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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