Available Roles
Admin
Full access to all features and settings. Admins can:
- 1. Manage all tickets, agents, and teams
- 2. Configure integrations and channels
- 3. Access all analytics and reports
- 4. Manage billing and subscription
- 5. Invite and remove team members
- 6. Configure automations and AI settings
Agent
Standard support agent access:
- 1. View and manage assigned tickets
- 2. Reply to customers across all channels
- 3. Use quick replies and macros
- 4. View team and personal analytics
- 5. Add notes and @mentions
- Cannot access settings or manage team
Viewer
Read-only access for observers:
- 1. View tickets and conversations (read-only)
- 2. View analytics and reports
- 3. Cannot reply to customers or modify tickets
Changing a User's Role
- 1. Go to Settings → Team
- 2. Find the team member
- 3. Click on their role and select a new one from the dropdown
- 4. Changes take effect immediately
💡 Note: Only Admins can change user roles. There must always be at least one Admin in the workspace.