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How to setup Zendesk – End-Users (Customers) and Support Agents

Does Zendesk support groups?

Zendesk supports the use of groups for users with Agent roles only. For more information, see the Zendesk documentation. When a custom role is assigned to a user or group, the Azure AD automatic user provisioning service also assigns the default role Agent. Only Agents can be assigned a custom role.

What is a group in Zendesk support?

Groups in Zendesk Support lets you organize agents in different ways, such as areas of expertise or location, or even pull in employees from other departments. With Groups, it’s easier to automatically send a customer to the right person for their particular need, creating an efficient, personalized experience.

How Zendesk helps in customer support?

As you can access the Zendesk from your mobile phone, you can manage a home-based customer support team. The Zendesk for mobile enables the agents to respond to customer tickets even when they are away from their work desks. 8. Zendesk SLA Views

What happens at Zendesk meetings?

Each meeting will feature a customer speaker sharing their implementation of Zendesk, an interactive group discussion, and early access to new features. These groups will be a great opportunity to share tips and tricks, network with fellow Zendeskians, and meet our team. Plus, maybe pick up a cool piece of Zendesk schwag or two.

How do I provision users or groups to Zendesk?

Define the users or groups that you want to provision to Zendesk. In the Settings section, select the values you want in Scope. When you’re ready to provision, select Save. This operation starts the initial synchronization of all users or groups defined in Scope in the Settings section.

What are the properties of a custom agent role?

Custom Agent Roles are represented as JSON objects with the following properties: Configuration settings for the role. See Configuration The user’s role id. It is 0 for a custom agent. The configuration object has the following properties, which are all optional. Whether or not the agent can view lists of user profiles.

How do I provision users or groups to Zendesk?

Define the users or groups that you want to provision to Zendesk. In the Settings section, select the values you want in Scope. When you’re ready to provision, select Save. This operation starts the initial synchronization of all users or groups defined in Scope in the Settings section.

How do I enable Azure AD provisioning for Zendesk?

To enable the Azure AD provisioning service for Zendesk, in the Settings section, change Provisioning Status to On. Define the users or groups that you want to provision to Zendesk. In the Settings section, select the values you want in Scope. When you’re ready to provision, select Save.

Does Zendesk support groups?

Zendesk supports the use of groups for users with Agent roles only. For more information, see the Zendesk documentation. When a custom role is assigned to a user or group, the Azure AD automatic user provisioning service also assigns the default role Agent. Only Agents can be assigned a custom role.

What happens at Zendesk meetings?

Each meeting will feature a customer speaker sharing their implementation of Zendesk, an interactive group discussion, and early access to new features. These groups will be a great opportunity to share tips and tricks, network with fellow Zendeskians, and meet our team. Plus, maybe pick up a cool piece of Zendesk schwag or two.

How do I set up Zendesk as an admin?

In the applications list, select Zendesk. Set the Provisioning Mode to Automatic. Under the Admin Credentials section, input the admin username, secret token, and domain of your Zendesk account. Examples of these values are: In the Admin Username box, fill in the username of the admin account on your Zendesk tenant. An example is admin@contoso.com.

Can I assign a custom role to a user or group?

When a custom role is assigned to a user or group, the Azure AD automatic user provisioning service also assigns the default role Agent. Only Agents can be assigned a custom role. For more information, see the Zendesk API documentation.

How do I assign users and groups to a role?

In the list of possible matches, choose the user or group that you want to add. Choose Add to finish assigning the users and groups to the role. Access for users in nested groups within your directory are not supported. Members of the parent group have console access, but members of child groups do not.

How do I assign roles to InTune users in Azure AD?

You can assign a built-in or custom role to an Intune user. To create, edit, or assign roles, your account must have one of the following permissions in Azure AD: In the Microsoft Endpoint Manager admin center, choose Tenant administration > Roles > All roles.

Can I assign multiple roles to a single Azure AD resource?

Additionally, custom roles and some relevant built-in roles (depending on the type of Azure AD resource) can also be assigned at the scope of a single Azure AD resource. This allows you to give the user the permission to update credentials and basic properties of a single app without having to create a second custom role.

How do I assign users to an existing IAM role?

If you do not have any Regions showing under Multi-Region replication, choose the Application management tab. In the AWS Management Console section, under Delegate console access, choose the IAM role name for the existing IAM role that you want to assign users to. If the role has not yet been created, see Creating a new role.

References:

Custom Agent Roles | Zendesk Developer Docs

Creating custom roles and assigning agents – Zendesk help

Managing custom roles – Zendesk help

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Questions just answered:

What is a group in Zendesk support?

How Zendesk helps in customer support?

What happens at Zendesk meetings?

How do I provision users or groups to Zendesk?

Does Zendesk support groups?

How do I assign users and groups to a role?

How do I assign roles to InTune users in Azure AD?

Can I assign multiple roles to a single Azure AD resource?

How do I assign users to an existing IAM role?

Can I assign a custom role to a user or group?

How do I enable Azure AD provisioning for Zendesk?

Does Zendesk support groups?

What happens at Zendesk meetings?

How do I set up Zendesk as an admin?

How do I provision users or groups to Zendesk?

What are the properties of a custom agent role?

custom agent roles zendesk

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