Roles & Permissions

To set up distinct roles and permission for each Kaizo user within the company simply go to: 

1. Settings =>

2. 'People & Permissions' tab =>

3. Roles 

The roles that you have in Zendesk will be automatically set up for your roles in Kaizo. As an admin, you can reassign default roles or create new ones.

Account Owner – a person who has installed the Kaizo app, has the highest level of access

Admin – Admin defined in Zendesk

Agent – Agent defined in Zendesk

Team Lead – a role that should be assigned by an Admin 

QA Expert – a role that has permission to rate tickets, should be assigned by Admin 

QA Admin - same permissions as QA Expert, but also allowed to edit QA templates

Multiple roles can be assigned to team members. 

You can check in Kaizo Settings who in your team is assigned to a particular role, as well as the roles’ permission, and change that if needed. 

You can also create other custom roles. To do that, click:

1. Create a new role

2. Select origin type (your new role will inherit by default all the permissions of that origin type) =>

3. Add a name 

4. Add a description to this role

5. Modify the permissions as requested => assign permissions to particular people in your team  

You can delete the custom role that you've created by clicking on the "delete" icon. But before that make sure that people who are assigned to the role that you want to delete, are reassigned to one of the other roles.  

When a new team member joins the team, the admin should activate them in Kaizo settings=> People tab and assign them to a role.  

Permissions 

Permissions are the number of actions allowed in Kaizo according to each role. We define the permissions for each default role. You can modify the permissions for the new custom roles you've created. 

We've started with 18 default permissions. We'll continue expanding the number of permissions, we are happy to hear your feedback about what other permissions you need. 

Need access to more than one team’s data?

If you are a Team Lead and you need access to more than one team’s data, please reach out to an Admin in your team.  If you are an Admin and want to grant your Team Lead access to all Agents’ Scorecards and team views, you’ll need to assign them to the respective teams. 

To assign a Team Lead to a team please follow these steps:

1. Go to Settings
2. Open 'People & Permissions' settings
3. Click on 'People' tab
4. Click on Team Lead of
5. Assign a Team Lead to the respective teams