Advanced Roles & Permissions
Define roles, manage permissions, and control access across your help desk
Roles
| Role | Description | Members | Permissions | Status | |
|---|---|---|---|---|---|
| Administrator | Full access to all system features and settings | 3 | 18 | Active | |
| Supervisor | Team management and reporting capabilities | 5 | 14 | Active | |
| Senior Agent | Advanced ticket handling and knowledge base management | 8 | 11 | Active | |
| Agent | Standard ticket and chat handling | 15 | 7 | Active | |
| Read-Only | View-only access for auditors and stakeholders | 4 | 5 | Active | |
| KB Editor | Dedicated knowledge base content management | 2 | 6 | Inactive |
Permissions Matrix
| Permission | Administrator | Supervisor | Senior Agent | Agent | Read-Only | KB Editor |
|---|---|---|---|---|---|---|
| Tickets: view | ||||||
| Tickets: create | ||||||
| Tickets: edit | ||||||
| Tickets: delete | ||||||
| Tickets: assign | ||||||
| Chat: view | ||||||
| Chat: respond | ||||||
| Chat: transfer | ||||||
| Knowledge Base: view | ||||||
| Knowledge Base: create | ||||||
| Knowledge Base: edit | ||||||
| Knowledge Base: publish | ||||||
| Reports: view | ||||||
| Reports: export | ||||||
| Reports: create | ||||||
| Settings: view | ||||||
| Settings: manage | ||||||
| Team: view | ||||||
| Team: manage |