Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
A role that fits a real job here. Start from what the person must not be able to do, not from what they need.
Create one
- In Workforce management, click People in the sidebar and select Roles and permissions.
- Click Create role and name it for the job.
- Set what it may do on the Permissions tab.
- Set what it may see on the Scopes tab: the Teams, Locations and Workstreams it covers. Click Save.
- Assign it to one person and check it works for a real week.
Assigning is done from the person: hover over their current role and click Reassign. Somebody holds one Zendesk WFM role at a time, and the change takes effect immediately, so do it at a moment when a surprise is survivable.
One thing to know about scopes: teams, locations and workstreams created by somebody holding a custom role are added to that role's scope automatically. The scope you set is a starting point, not a permanent boundary.
The jobs that usually need one
- A planner who builds schedules but does not approve time off.
- A manager who approves absence and does not touch schedules.
- A senior agent who sees the team schedule without managing it.
- An analyst who reads reporting and changes nothing.
Design from the prohibitions
What must this person not do: publish a schedule, edit tracked time, see another team, approve their own absence. Those are the decisions.
Starting from "what do they need" produces roles that grow until they are administrator in all but name.
Scope by team
Most custom roles exist to limit somebody to their own team, which is the Scopes tab rather than the Permissions tab. That scoping is usually the point.
Watch self-approval
A lead who can approve their own time off is a control gap that somebody will eventually notice. Decide it deliberately rather than by omission.
Test with a real week
Assign it and let them work normally. They will find the missing permission on the day they need it, which is better than a checklist review that misses it.
Keep the list short
Four or five roles. More than that and nobody can say who should have which, and assignment becomes guesswork.
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