Work Instructions: Adding Staff to Zendesk and Assigning Appropriate Group

Purpose

These instructions outline the steps for adding new staff members to Zendesk and assigning them to the correct group to ensure proper ticket routing and access permissions.

Scope

These instructions apply to Zendesk Administrators responsible for onboarding new staff.

Procedure

Step 1: Log into Zendesk

Step 2: Navigate to the Admin Center

1. Click on the Admin icon (gear symbol) located in the left sidebar.

2. From the Admin menu, select People under the Manage section.

Step 3: Add New Staff Member

1. In the People section, click Team members.

2. Click the Add user button.

3. Select Team member.

4. Fill in the following required details:

   • Name: Enter the staff member’s full name.

   • Email: Enter the staff member’s company email address.

   • Role: Select the appropriate role (staff, custom roles, or Light Agent for Account Managers).

Step 4: Assign the Staff Member to Appropriate Group

1. Scroll down to the Groups section.

2. Check the box next to the appropriate group(s) to assign the new staff member. Groups may include:

   • CATS Helpdesk - Software Support Services 

   • Customer Service

   • IT Helpdesk

   • Sample Accountability 

   • Specific Client Support Groups

3. Ensure you select only the relevant groups required for the user's job functions.

Step 5: Set Additional Permissions (if required)

1. Adjust any additional user permissions such as:

   • Support Ticket access level 

   • Access to the help center

   • Access to Reporting/Analytic
   • Access to Chat/Messaging

2. Click Save to create and finalize the new user profile.

Step 6: Confirm and Notify

1. Confirm the new staff member has been successfully added and assigned to the correct groups by reviewing their profile details.

2. Zendesk automatically sends an email invitation to the staff member’s provided email address.