Add Zendesk agent with role and groups
Automatically add a new Zendesk agent with role and groups from a Slack request with Stepwork, ready to take tickets on day one.
- Use case
- Employee onboardingOps
- Best for
- Support Operations Manager, IT Administrator
- Applications used
Zendesk
Slack
- Business outcome
- Employee experience
The problem
New agents wait on hand-copied group settings.
Support ops provisions each new agent by copying role, groups, and views from a teammate. One missed group means tickets never route correctly on day one.
Setup catch-up happens after the hire starts. Customers wait while the agent still cannot see the right queues.
The outcome
Correct routing on day one
Stepwork creates the agent with the role, group memberships, and default views from the request. New agents take tickets without a setup lag, and the run records who asked. When they leave later, Offboard Zendesk agent and reassign open tickets closes the seat and moves work.
- The agent is created with the named role.
- Group memberships and default views are applied.
- If a group cannot be found, the run stops on that step.
The process
From Slack request to a provisioned Zendesk agent
Support ops posts the new agent details in Slack. Stepwork creates the account with role, groups, and views.
- Step 1
Request it in Slack
A teammate posts the new agent’s email, role, groups, and default views. That message starts the flow, and Stepwork records who asked and when.
- Step 2
Create the agent
Stepwork signs in to Zendesk and creates the agent with the email and role from the request.
- Step 3
Apply groups and views
Stepwork adds the group memberships and default views for their team, the same setup support ops copies by hand.
- Step 4
Confirm and reply in Slack
Stepwork checks that the agent, groups, and views are saved, then posts the result back in Slack.
Why Stepwork
Agent setup stays on the path you recorded
Stepwork runs the provisioning path you recorded. New agents get the same role and groups without copying from a teammate under time pressure.
Similar use cases
Similar use cases
- Offboard Zendesk agent and reassign open ticketsDowngrades or deactivates the departing agent in Zendesk and reassigns their open tickets to the designated agent or group.
- Reassign Zendesk tickets from out-of-office agentMoves the listed agent's open tickets to covering agents or the team queue for the duration of their absence.
- Invite member with default channels in SlackInvites a new member to the workspace with the standard default channel set for their team.
FAQ