Product Notice: Roles & Permissions - Admin [Effective Mar 1, 2021]

Talkdesk aims to improve usability and security for Talkdesk customers. As a result, Talkdesk will be conducting an enhancement to the default permissions of the Administrator role existing in the Admin section.


When will the change happen?

Currently, default roles are protected from name changes and deletion. Beginning on March 1, 2021 the default permissions of the Administrator role will no longer be editable, meaning it will not be possible to rename, deactivate, or change the default permissions of this role.


Why is this enhancement being released?

The ability to change the default permissions of the Administrator role has led to the accidental loss of permissions for the Admins of an account. With this change we will prevent this situation from occurring, and provide a better overall user experience.


What do I need to do?

If no action is taken before March 1, 2021 the Administrator permissions will be restored to their default, potentially providing additional permissions to the assigned users.

If the default Administrator role has been changed in your organization, and you would like to keep your current permissions settings for that role, you will need to clone your default role, and assign users to that cloned role. Please consider that the first administrator created for your account cannot be changed from the default Administrator role.

To clone your Administrator role, please follow these steps:

  • Log in to your Talkdesk account as an Administrator.
  • Select the Admin section.
  • Click the Roles tab.
  • Click the Clone Role link and enter the name of the new role.

To assign the users to the cloned role, please follow these steps:

  • Go to the Agents tab.
  • Select all agents by clicking the checkbox next to the Name column.
  • In the actions dropdown select Assign Role.
  • Choose the Role you just cloned.
  • Click Save to apply these settings.  


If you have any questions, please refer to your Customer Success Manager or contact Talkdesk Support.


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