Zendesk Admin Centre is the central place where Zendesk administrators configure and manage account-wide settings.
 

Q: Why use the Admin Centre?

A: It provides a streamlined interface to control essential features across all Zendesk products that UMG has enabled, and it also:

• Provides a centralised view for system-wide configurations
• Keeps security and permissions tightly controlled
• Allows for scaling your support operations across products and brands
• Enables auditing and compliance management

Instance Admins

An Instance Admin is not a regular Zendesk role; it is a customised role created for those managing UMG Zendesk instances and subdomains. As an Instance Admin, you have access to the following permissions.

Tickets

Tickets you can access

1. Access tickets all within your brand membership, including those in private groups.

Brands you can assign tickets to

1. Assign tickets to brands you belong to or have access to.

Manage suspended tickets

1. Recover or delete suspended tickets. You can also export the suspended ticket list.
2. Edit ticket properties, which include:
   • Assigning tickets: Can assign tickets to specific agents or other instance admins.
   • Deleting tickets: Can delete tickets and recover them. Can also mark a ticket as spam if you have permission to delete the end user.
   • View deleted tickets: Can access the deleted tickets view, recover deleted tickets, and delete tickets permanently.
   • Redacting ticket content: Can permanently censor ticket attachments and text in comments.
   • Merging tickets: Can merge two tickets.
   • Edit ticket tags: Can add and remove tags on tickets. Without this, you can still set custom fields, but can't add tags with macros.
      

Commenting Permissions

1. Manage public and private comments on a ticket.
2. Manage ticket fields. You access the ticket fields admin page to create, edit, update, and delete ticket fields.
3. Manage ticket forms. You can access the ticket forms admin page and create, edit, update, and delete ticket forms.

People

1. End-user profile access:
   • Add, edit, and delete an end user profile.
   • You can assume the end user's identity and access and manage their Support profile.
2. Manage groups:
   • Add and remove team members from groups
   • Create, edit, and delete groups
3. Manage organisations:
   • Add, update, and delete organisations.
   • You can also manage organisation fields by adding, editing, and deleting them.
4. View customer lists:
   • When this permission is off for agents, they can still utilise auto-complete to access end-user information, including name, email address, phone number, or organisation.
5. Manage user fields:
   • You can access the user fields admin page and create, edit, update, and delete user fields.

Agent Workflow

1. View permissions:
   • Add and edit personal, group, and global views.
   • View and use filters.
2. Macros permissions:
   • Add and edit personal, group, and global macros.
   • View, add, and edit dynamic content.
   • View, add, and edit contextual workspaces.
   • Reply to or start new side conversations with third parties or team members outside the ticket flow. Note: Without this, you can only see side conversations.
3. Manage Business Rules:
   • View, add, edit, and delete automations.
   • View, add, edit, and delete skills.
   • View, add, edit, and delete service level agreements.
   • View, add, edit, and delete triggers. Note: Agents can still view triggers without this permission.
   • Access business rules analysis.
4. Manage your Help Centres:
   • Manage/access Guide as an admin and manage articles, themes, and settings.
5. Manage Reporting and Analytics:
   • Manage administrative settings and permissions for Explore.
   • View, add, and edit the Reports tool in Support, not reports within Explore.
   • View details about calls on the Talk dashboard (if being used).