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