Roles & permissions

Give everyone the right tools for their work.

AdministratorFull workspace control
1 member
Team leadTeam and quality oversight
1 member
AgentEveryday customer support
4 members

Permission matrix

Tune the permissions for each role. Administrator access is fixed.

AreaPermissionAdministratorTeam leadAgentViewer
Ticket accessView tickets
Reply to customers
Assign and close tickets
Delete tickets
PeopleManage customers
Invite and manage agents
WorkspaceEdit knowledge base
Manage SLA policies
Configure automations
Export workspace data
Manage roles and billing

This matrix is a local template preview. It does not enforce access.