Zendesk Team Members, Roles, and Groups Explained
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Team members, roles, and groups decide who works on what and what each person can reach. How the three fit together in Zendesk, and when to create a new role.
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Team members, roles, and groups
The three settings sit under People in Zendesk Support and answer three separate questions. Team members are the people working in Zendesk. Groups bring together the people who share a function. Roles set what each person can reach.
A team member row carries the group, the product access, the role, and the last sign in. One person can belong to more than one group. Product access covers knowledge, analytics, voice, chat, and AI agents.
Build roles around responsibilities
Zendesk ships system roles such as Admin, Contributor, and Light agent, and custom roles are added alongside them. Create a role for a responsibility, not for a person. Keep the number of groups small, because every extra group costs clarity later.
