How do custom roles differ from default roles in Zendesk Support?

Custom roles in Zendesk Support are designed to allow administrators to tailor permissions and access control according to the specific needs of their organization. This flexibility enables the customization of agent capabilities, ensuring that users have exactly the permissions they need to perform their jobs without unnecessary access to features that may not be relevant to their role.

This ability to configure roles means that businesses can align their workflow processes and security requirements with the specific responsibilities of their agents. Custom roles enable organizations to maintain a balance between operational efficiency and data security, facilitating a more controlled environment.

In contrast, default roles come with a predefined set of permissions that may not fit the individual needs of every team or department. The customizable nature of roles ensures that each team member's access level reflects their function within the organization, making custom roles a powerful tool for managing user permissions effectively.