Observation: We were unable to configure a custom, multi-level hierarchical structure, such as "Agent > Leader > Manager," using distinct roles with escalating permissions.
Analysis: The Zendesk QA documentation describes a set of predefined roles (Admin, Manager, Lead, Reviewer, and Agent) with specific permissions. Although the broader Zendesk platform allows for the creation of custom roles, we found no feature within the QA module that supports the creation of a custom hierarchy. The permission structure appears to be fixed, preventing us from replicating our team's organizational chart.
Request: We would like to confirm if creating custom hierarchical levels, such as the "Agent > Leader > Manager" model, is not currently supported in Zendesk QA.
As of now, Zendesk Quality Assurance (QA) does not support creating custom hierarchical levels like "Agent > Leader > Manager" within its native structure. The Zendesk user roles and permissions are generally predefined and limited to roles such as End User, Agent, Admin, and Account Owner, without an out-of-the-box hierarchy or custom role tiers.