Zoho Desk stores both human support staff and AI-powered digital agents in a unified directory. To view your agents, you'll navigate to the user management section and check the active users list, which displays everyone with access to your help desk.
Why this matters
You need to see your agent roster to manage permissions, understand team capacity, assign tickets appropriately, and track which digital agents (if enabled) are active in your account. This is especially important when onboarding new team members, auditing access, or deploying AI agents for ticket automation.
Step-by-step
Step 1. Access the agent list in Desk.
Log into your Zoho Desk account as an administrator. Click the Setup icon in the top bar, then select Agents under the Users and Control section. This opens the Agent List page, where all your human agents appear.[8]
Step 2. View active users in Zoho Directory (if integrated).
If your Zoho Desk account is integrated with Zoho Directory, both human and digital agents sync automatically between the two systems.[2] Log into your Zoho Directory account as an admin, then go to the Users tab in the left panel. Click Active Users to see the complete roster of human and digital agents.[2]
Step 3. Check for digital agents (Zia Agents).
Digital agents for Desk—such as Support Specialist and Resolution Expert—are available for selected users in USDC and INDC regions only.[1] If your account has Zia Agents enabled, an account is automatically created in Agent Studio and Zoho Directory.[2] You can view these alongside your human agents in the Directory's Active Users list.
Step 4. Add new agents if needed.
From the Agent List page in Desk, click New Agent in the top-right corner to add a human agent.[8] If you're managing Zia Agents, only users with the Admin profile can enable them via Setup > User Management > Zia Agents.[1]
Step 5. Manage agent permissions in Directory (optional).
If you use Zoho Directory, you can assign administrative permissions to other Desk users, allowing them to modify agent configuration and enable or disable digital agents according to your business needs.[2] From the Directory Admin panel, click Assign Admin, select a user from the dropdown, set their role as Organization admin, and click Assign.[2]
Common pitfalls
Zia Agents are not available to all users—they're currently limited to USDC and INDC regions and rolling out incrementally.[1] If you don't see the Zia Agents option, you can request access via the feature request form in Setup > User Management > Zia Agents.[1]
When you integrate Desk with Zoho Directory, existing agents in Desk are synced automatically, but you must manage permissions carefully to avoid conflicts between the two systems.[2]
What to check
- Verify that all active agents appear in your Agent List and that no unauthorized users have access.
- If using Zia Agents, confirm they are enabled and visible in both Desk and Zoho Directory.
- Review agent permissions to ensure admins and support staff have the correct role assignments for their responsibilities.
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*Beam Help — independent expert support for Zoho. This article is not official Zoho support.*