Zendesk administration: roles, groups, business rules, SLAs, views and macros
How a Zendesk admin sets up the help desk: standard and custom roles and ticket access, light agents, groups and default groups, ticket triggers versus automations and how each runs, SLA policies and their order, shared and personal views, and shared macros with group availability.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Zendesk
Skills you'll practise
- Choose the least-privileged role and ticket access for a team member, including light agents
- Set up groups and default groups so tickets route to the right team
- Decide whether a rule should be a trigger or an automation, and order triggers deliberately
- Write an automation that can't loop by nullifying a condition or using a condition that is true only once
- Order SLA policies so the most specific policy matches first, and make sure tickets have a priority
- Build shared views and shared macros for the right groups, and retire macros safely
Course outline
- 1.Administering ZendeskVideo · 1 min
- 2.Roles, access and groupsLesson · 16 min
- 3.Triggers, automations and their orderLesson · 18 min
- 4.SLA policies, views and macrosLesson · 16 min
- 5.Zendesk administration: roles, groups, business rules, SLAs, views and macros: knowledge checkKnowledge check · 15 questions
- 6.Final exam9 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Zendesk help: Understanding standard user roles for Zendesk Support
- Zendesk help: Understanding account owner permissions
- Zendesk help: About team member product roles and access
- Zendesk help: Creating custom roles and assigning agents
- Zendesk help: Understanding and setting light agent permissions
- Zendesk help: About organizations and groups
- Zendesk help: Creating groups
- Zendesk help: Changing the default group for your account or a team member
- Zendesk help: What is the difference between ticket triggers and automations?
- Zendesk help: About Zendesk triggers and how they work
- Zendesk help: Creating ticket triggers for automatic ticket updates and notifications
- Zendesk help: Reordering and sorting your list of ticket triggers
- Zendesk help: About automations and how they work
- Zendesk help: About SLA policies and how they work
- Zendesk help: Defining SLA policies
And 6 more.
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