Agent Permissions

Agents

Agent permission settings control what an Agent is allowed to see and do on the helpdesk. You can use this to limit Agent accounts so they can only carry out the actions that are required by their role.

For example, you may want to limit a trainee’s account so that they can’t reply to tickets, but can still read them and assign them to other Agents.

There are a large number of permissions available, so that you can restrict what an Agent does at a high level (e.g. preventing them from using an app like Tickets or Chat altogether), or at a fine-grained level (for example, prevent them from using a single Ticket function).

You can use Department Permissions to limit an Agents access based on Departments.

To set individual permissions for an Agent, go to Admin > Agents > Agents and click on the Agent’s name, then the Permissions tab.

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You can use the toggle controls at right to enable and disable the Agent’s ability to carry out a wide variety of actions. Click the People, Chat, Publish or Profile tabs to set permissions for other parts of the helpdesk.

To avoid having to set up permissions for each Agent individually, you can use permission groups to quickly apply stored sets of permissions to multiple Agents.

Note

Agent permissions are additive, i.e. an Agent will have a permission if it’s granted by any one of their groups (or directly on their profile).

See the section on Permission Groups for more details.

Agent Access

In the Properties tab, you can select what Access the Agent can use.

Granting Administrator access means that the Agent is an Admin and can use the Admin interface. Note that there is no way to customize Admin permissions; Admin access is all or nothing.

Granting Reports Administrator access enables the Agent to use the Reports interface to view statistics and charts about your helpdesk’s Tickets, Agents’ performance, billing, etc.

Agent permissions for Tickets and Chats are also limited by Departments: see the section on Department Permissions for details.

Agent ticket permissions

You are able to limit Agent's access to Tickets based on assignment/following status.

For example, if you disable an Agent’s View Unassigned Tickets permission, the Agent will not be able to View Unassigned Tickets.

If you disable both View Unassigned Tickets and View Tickets Assigned to others permissions, the Agent will only be able to see Tickets that are assigned to them (or one of their Teams).

Note

A Ticket being assigned to one of an Agent’s Teams grants the same access as if it was assigned to the Agent directly.

Note that Agents can always view Tickets which are assigned to them/their team or that they are following. So, for example, if an Agent has can View Unassigned Tickets disabled, but is added to an unassigned Ticket as a follower, the Agent will still be able to see the Ticket.

These are the Ticket settings available for each Agent. Note that an Agent’s ‘owned’ Tickets means that the Tickets that are assigned directly to that Agent.

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The “modify tickets” permissions (shown collapsed above) are:

  • Modify Department
  • Modify Fields
  • Can assign Agents
  • Can assign Teams
  • Can assign Tickets to self
  • Can modify CCs
  • Can merge this Ticket
  • Can modify Labels
  • Can modify SLAs
  • Can add Notes
  • Can set Pending Status
  • Can set status to Awaiting User
  • Can set status to Awaiting Agent
  • Can set status to Resolved
  • Can unresolve Ticket

You can’t grant an Agent the permission to mark a Ticket as Spam but not the permission to delete it. This is by design, since marking a Ticket as spam is effectively a different way to delete it; Spam Tickets are purged after a set period of time. See the Ticket purging section for details.

Agent department permissions

You can use Agent Department permissions if you want to limit an Agent’s access to Tickets/Chats in certain Departments.

In the Admin interface, go to Agents > Agents and click the Departments tab to manage an individual Agent’s Department permissions.

You can also grant Department permissions through Agent Permissions. Go to Agents > Permission Groups and click the Departments tab.

For each Ticket Department, an Agent can have either Assign or Full.

Full access means that the Agent can see Tickets in that Department (subject to their other permissions).

Assign access means the Agent can only assign Tickets to the Department, but can’t see the Tickets within it.

If an agent has no access to a department, they can’t assign Tickets to it or see Tickets within it.

The Ticket permission settings interact with the Ticket Department permissions: to do something to a Ticket, an Agent must have permission for the relevant action and the required level of access to the relevant Department.

For example, if an Agent had the View Unassigned Tickets Ticket permission enabled, but only had Assign access to the Sales Department, they would still not be able to browse Sales Tickets.

Note

Remember that Agents can always see Tickets that are assigned to them or their teams, or which they are following, regardless of Department permissions.

See the section on Department Permissions for further details.

Agent people permissions

These control what Agents can do with Users and Organizations.

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Agent Chat permissions

These control what Agents can do with the User Chat System.

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These settings apply only to the User-facing Chat system. Agent IM is always enabled for all Agents; Agents are logged in to IM whenever they are logged in to the Agent interface.

Note that the Agent must also have the correct Chat Department permission to do anything within a Chat Department.

Agent Publish permissions

These control what the Agent can do in the Agent interface Publish app which is used to Publish content on the Portal.

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Agent profile permissions

These control whether the Agent is allowed to set their own profile picture (displayed in the Agent interface and on the Portal) and Signature (appended to messages to Users).

Agent notifications

You can set the details of the notifications each Agent receives, both for Ticket notifications and other notifications (e.g. for Chat, Tasks, Account Logins).

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By default, each Agent can change the Ticket notification settings for their own account using Preferences in the Agent interface.

You can disable an Agent’s ability to do this by checking the Do Not Allow This Agent To Change These Notification Settings checkbox. You might want to do this if you want to ensure that Agents don’t disable important notifications.

Note

Agents with custom filters can set notifications for Tickets matching that filter. This is done in the Filters section which appears below the other Ticket notifications if the Agent has custom filters. You and your Agents can use this to create very precise custom notifications.

Agent task permissions

You can control Agent access to the Tasks app using the Tasks section of the Admin interface.

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You can enable/disable the Task application for the whole helpdesk.

You can also grant the ability to use Tasks to individual Agents, or to Permission Groups.

You can also set the time of day that Task Reminders are sent out. This affects the timing of A task assigned to me is due today notifications; note that these notifications are only sent out if selected in the Agent’s Preferences.

Published: 23/03/2017

Last updated: 06/11/2019