Zoho Desk includes default roles: Administrator (full access), Supervisor (team oversight and reports), Agent (ticket management), and Light Agent (read and comment only). Administrators can create custom roles with precisely defined permission sets.
Role-based access ensures agents see only the tickets and data relevant to their function. A billing agent should not see technical team tickets. A junior agent should not be able to delete tickets or change SLA policies. Roles enforce these boundaries.
Organisations with complex support structures create custom roles. A Quality Analyst role might have access to all tickets for review purposes but no ability to reply to customers. A Team Lead role might have reporting access but not full administrative rights.
An agent role is a permission set that controls what a support team member can see and do in Zoho Desk. Roles restrict or grant access to ticket queues, reports, and administrative settings based on the agent’s function.
Yes. Administrators can create custom roles with precisely defined permissions. Custom roles are useful for specialists like Quality Analysts or Team Leads who need specific access that does not match the default role options.
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