Roles and permissions
Decide what each person can see and do.
A role decides what a person can see and do in your workspace. Every person has one role.
Built-in roles
| Role | What it can do |
|---|---|
| Account administrator | Full control of the workspace, including billing and every admin tool. This role is protected. |
| Administrator | Admin tools, team management, and all tickets and contacts. |
| Supervisor | Manage tickets, contacts, and organizations, see the team and the activity log, and use the Help Center and team chat. |
| Agent | Work the ticket queue: reply to and update tickets, manage contacts, and use the Help Center and team chat. |
Custom roles
If the built-in roles do not fit, create your own under Admin → Roles. For each area of the workspace, such as tickets, contacts, SLAs, or billing, choose whether the role can read it, write to it, or neither. Write access always includes read.
Changing a role affects everyone who has it. Assign roles to people from Admin → Users.
Ticket visibility
Visibility decides which tickets appear in a person's inbox. It is set per person, separately from the role.
| Setting | What the person sees |
|---|---|
| Assigned tickets | Tickets assigned to them, plus the unassigned queue. |
| Group tickets | Tickets that belong to their groups. |
| All tickets | Every ticket in the workspace. |