Which helpdesk plans include custom agent roles?
Admins can create their own agent roles with chosen permissions.
Last checked: · Products are listed alphabetically; plans follow each vendor's pricing-page order.
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Freshdesk
First listed plan that includes it: Pro
Listed price (USD): $55 per agent/month billed annually · $66 per agent/month billed monthly
| Plan | Custom agent roles |
|---|---|
| Growth | Not listed |
| Pro | Included |
| Enterprise | Included |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Price source · checked 6 Oct 2026
Freshdesk pricing page · Freshworks
Source for Custom agent roles · checked 6 Oct 2026
Freshdesk: creating a custom role · Freshworks · checked
Vendor plan table: Free: —| Growth: —| Pro: ✓| Enterprise: ✓
Freshdesk: creating a custom role · Freshworks · checked
“If you need to fine-tune the permissions for different agents and groups, you can create custom roles.”
Help Scout
Custom agent roles: Not listed in the vendor pages we checked; check with Help Scout.
| Plan | Custom agent roles |
|---|---|
| Free | Not listed |
| Standard | Not listed |
| Plus | Not listed |
| Pro | Not listed |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Why? and source for Custom agent roles · checked 6 Oct 2026
Custom agent roles: Not listed. Help Scout documents four fixed roles; Plus and Pro can set custom permissions on individual users, but no page describes creating a new named role. That doesn't mean it's missing.
- Documentation lists four fixed roles (Account Owner, Administrator, User, Light User). Plus and Pro can set custom permissions on individual Administrators and Users, and role permissions are adjustable; no source describes creating a new named role.
- No source says creating a role is unavailable, so this is not listed rather than not included.
User roles and permissions · Help Scout · checked
“Plus and Pro plans can also set custom permissions on individual Administrators and Users.”
Help Scout pricing page · Help Scout · checked
Vendor plan table: Advanced permissions | Control visibility and access at the company, team, or user level. | Free: — | Standard: — | Plus: ✓ | Pro: ✓
Zendesk Suite
First listed plan that includes it: Suite Enterprise
Listed price (USD): contact sales
| Plan | Custom agent roles |
|---|---|
| Suite Team | Not included |
| Suite Professional | Not included |
| Suite Enterprise | Included |
Not included: the vendor's own page says this plan doesn't have it.
Covers Zendesk Suite plans; the email-only Support Team plan isn't included.
Price source · checked 6 Oct 2026
Zendesk pricing page · Zendesk
Source for Custom agent roles · checked 6 Oct 2026
Zendesk pricing page · Zendesk · checked
Vendor plan table: (Support Team | Suite Team | Suite Professional) Custom agent roles Specify permissions for agents and control what they have access to in Zendesk. | — | — | — |
Creating custom roles and assigning agents · Zendesk · checked
“Customer Service Suite Enterprise, or Enterprise Plus Employee Service Suite Professional, Enterprise, or Enterprise Plus Support Enterprise”
Creating custom roles and assigning agents · Zendesk · checked
“On eligible Zendesk plans, you can define your own agent roles and assign agents to those roles.”
Zendesk pricing page · Zendesk · checked
Zoho Desk
First listed plan that includes it: Standard
Listed price (USD): $14 per user/month billed annually · $20 per user/month billed monthly
| Plan | Custom agent roles |
|---|---|
| Free | Not listed |
| Express | Not listed |
| Standard | Included |
| Professional | Included |
| Enterprise | Included |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Worth knowing
- Standard includes 5 profiles and 5 roles; Professional 25 and 25; Enterprise 50 and 250.
Price source · checked 6 Oct 2026
Zoho Desk pricing page · Zoho
Source for Custom agent roles · checked 6 Oct 2026
Zoho Desk help desk security feature page · Zoho · checked
“You can customize profiles and permissions easily, to suit your team.”
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Profiles | Free: Default (Non-Editable) | Express: Default (Non-Editable) | Standard: 5 | Professional: 25 | Enterprise: 50
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Profiles: Manage permissions to modules, fields, and utilities by categorizing agents under different profiles.
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Roles | Free: Default (Non-Editable) | Express: Default (Non-Editable) | Standard: 5 | Professional: 25 | Enterprise: 250
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Roles: Create roles to replicate your organization chart and assign a profile to each role accordingly.