Roles and refund rules

Everyone has one role, which decides what they can do in the portal, the Agent Console and their AI. Your refund rules decide how much.

Roles

Everyone in your organisation has one role. It applies everywhere: in the portal, in the Agent Console, and in Claude or ChatGPT. A person's AI only sees the tools their role allows, so a front-line agent's AI cannot change your Zendesk settings; it does not even have the option.

A console seat lets someone use the Agent Console, the screen for people on the phone.

What a plan includes also matters: a feature your plan doesn't include is unavailable to every role until you upgrade.

Refund and cancel rules

Under Admin, Refund rules, an owner or admin decides:

• which roles can do what: cancel at the end of the term, end now with or without a refund, refund part or all of a charge;
• how much: per refund and per day, for each role, and for the whole organisation per day;
• how old a charge can still be refunded;
• the reasons people choose from, and when a note is required;
• what happens over a limit: send it to a manager to approve, or refuse it.

The rules apply the same way whether the request comes from the Agent Console or from Claude or ChatGPT.

Every change is previewed

Before any cancel or refund, the person sees exactly what will happen and how much, and what your rules say. Nothing happens until they confirm. Over a limit, confirming sends the request to a manager instead; managers find these under Admin, Approvals. Approving runs it at once, as the manager, within the manager's own limits.

Every change, and every approval, is in your audit log with who did it and why.