Custom Roles¶
What Are Custom Roles?¶
Custom roles let you define granular permission sets for your agents beyond Zendesk's built-in roles. You can control access to features like ticket deletion, user management, report access, and more -- creating roles like "Team Lead", "Junior Agent", or "QA Reviewer" with precisely the permissions they need.
What Configly Captures¶
For each custom role, Configly stores:
- Role name and description
- Granular permissions -- the full permission set including ticket access, user access, reporting, and admin capabilities
- Agent count -- how many agents are assigned to this role
- Created and updated timestamps
Feature Support¶
| Feature | Supported |
|---|---|
| Sync |  |
| Diff / History | |
| Dependencies | |
| What-If | |
Viewing Custom Roles¶
Navigate to Custom Roles under People in your connection sidebar. The edit form includes granular permission toggles so you can simulate permission changes in What-If mode.
Tips for Admins¶
- Use snapshot comparison to track permission changes over time -- this is critical for security auditing
- The health check flags roles with excessive permissions (ROLE-001)
- Review custom roles before and after Zendesk plan changes, as some permissions may become unavailable
Related Objects¶
- Groups -- agent groups that work alongside role-based permissions