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J
John69
November 19, 2025
Question

Specific Role Access

  • November 19, 2025
  • 4 replies
  • 26 views

Hi Team, 

 

Some feedback on publishing from App Builder. When publishing the app, and choosing the specific roles types, it seems that ‘Agent’ is not available in the dropdown. I have tried to reduce and increase my screen size, and scroll in the hope it would appear but seems its not there as an option. I need to navigate to the app settings directly to allow agents access to the app. I have provided the screenshot to indicate. 

 

Thanks

    4 replies

    Jhan
    JhanEmployee
    Employee
    December 9, 2025
    Hi John,
     
    The 'Agent' role is considered an individual role rather than a group role. According to our experts, the access roles displayed in the app builder are based on the roles configured under Admin Center > People > Team > Roles, which does not include the Agent role.
     
    I hope this clarifies your question!
     
    J
    John69Author
    December 11, 2025

    Thanks Jhan, 

     

    Can you confirm if creating a custom role, that this would appear in the dropdown. For example, I want to create a role that only allows access to the app and some other features. This then I assume would appear in the list as an easy fix. 

     

    It would be great, a lot easier, and makes sense, to just have agent listed in this dropdown, as currently I still can allow agents access to my app, just not directly from here. 

     

    John. 

    Mike53
    Mike53Employee
    Employee
    December 16, 2025
    Hi Team!
     
    Hope you're doing well and thank you for your cooperation! Creating a new custom role does work. For Enterprise accounts, there isn't a standard agent role, you can create your own Agent role in which you can define which agents can have access to Zendesk features.
     
    Article for reference: Understanding standard user roles for Zendesk Support.
     
    Please note, the ticket will be resolved automatically after a few days if we don't hear back from you, but you can always reply which will either reopen your ticket or create a follow-up.
    Mike53
    Mike53Employee
    Employee
    December 21, 2025
    Greetings!
     
    I hope you are having a wonderful day full of blessings. My name is Mike, and I am a Zendesk technical support engineer.
     
    I just wanted to touch base with you since it's been 4 days since we last heard from you to avoid any oversights on our part. We hope that you were able to review the steps/response we have sent to help you resolve your concern.
     
    Furthermore, please be advised that we will temporarily mark this ticket as solved; however, if you still need help or have more details to share, please feel free to reply to this, and we are more than happy to continue assisting you. If we don't hear back, we'll consider the matter resolved.
     
    Thank you for your patience and cooperation.
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