Users’ roles

The platform supports 4 levels for permissions:

• Administrator: they have the whole control of the platform. Administrators can manage system settings, such as defining areas, groups, departments and custom fields.

• Manager: They have access to the statistics area concerning their topic, and they can add Quick Replies by clicking on the lightbulb button on the left.

If you want to read more about quick replies, click here.

• Agent: are responsible for managing tickets and their resolution. Agents will have access only to the homepage and the ticket section. In the settings section, they will see options only for changing language and theme.

If you want to read more about managing tickets, click here.

• User: users can only create tickets and read their own tickets. They don’t have access to other application settings.

Please note: this role is the default one. That said, users with no roles assigned will be automatically recognized as users by the tool.

It’ll be possible to add new roles a second time. You simply need to follow the guide on how to set permissions. You can read more about this in the technical setup chapter.