Roles & Permissions
Access that matches responsibility — precisely.
Create roles, assign granular permissions and control who can view, create, update or remove staff, customers, tickets, roles and permissions.
| Permission | Admin | Manager | Agent | Customer |
|---|---|---|---|---|
| View all tickets | ||||
| Edit ticket properties | ||||
| Internal notes | ||||
| Manage staff & roles | ||||
| Assign permissions | ||||
| Knowledge base authoring | ||||
| Create & track own tickets | ||||
| Audit logs |
Capabilities
What the module does
Role creation
Define admin, manager, agent and custom roles to mirror your org structure.
Permission assignment
Attach permissions per role from the available permission list.
User administration
View, create, update, deactivate or delete users under permission control.
Ticket scope control
Decide who can edit tickets and view customer lists.
Elevated admin access
Admin roles reach broader management capabilities including audit logs.
Why it matters
Least privilege by default, without slowing anyone down.
Agents see the queues they own, managers see the team, admins configure the platform — and sensitive administration stays restricted.
- Granular permission areas for users, roles and tickets
- Roles editable as teams evolve
- Customer access limited to their own records
- Backed by protected routes and audit logs
Hemant · Customer
Users cannot submit attachments from the mobile portal. Screenshot attached.
receipt.pdf · 08/17/26 02:53 PM
Mayur I. · Internal note
Reproduced on iOS Safari. Assigning to Pournima, priority stays Medium.
Type your reply…
Ticket properties
- Status
- In Progress
- Priority
- Medium
- Assign to
- Pournima W.
- Type
- Access origin
- Sub category
- Access pending
Tasks to do
- Verify customer account
- Reproduce on device
- Attach fix reference
Continue exploring
All platform modulesTicket Management
Full lifecycle from creation to resolution, with tasks and history.
Customer Portal
Branded self-service space to raise, track and reply to tickets.
Admin Dashboard
Real-time operational view of volume, backlog and staff load.
Knowledge Base
Categories and articles that deflect repeat questions.