I just want to pass this by the community because I'm certain I'm missing something here:
Out-of-the-box, Zoho Desk has two pre-defined Roles: CEO and Manager.
It also has a few pre-built user-types (each of which have a pre-assigned and uneditable Role associated with it):
Agent
Admin
Light Agent
as well as a "Custom" type to cover any other situations.
The assumption would be that these "pre-builts" are intended to help facilitate the process of adding and managing new users in the platform. And that all works fine - except the "Agent" user-type seems completely broken.
For some reason, the pre-assigned and uneditable Role associated with "Agent" is ...CEO? Why would "Agent" default to the same organizational-level of access as "Admin" - which is inarguably meant to be more-permissive? And, everywhere I've looked for an answer on this, all I've found is the suggestion to use "Custom" instead.
So "Agent" - which is almost certainly the most common user-type across the vast majority of Zoho instances - is essentially useless? Worse, it's confusing your clients, and appears to have been for some time.
I'm not trying to be rude, and I hope I'm wrong here - please correct me if I am. If not, there seem to be at least a couple of resolutions to this issue, so when can we expect one of those to be implemented?
Thank you.