Usergroups grant different levels of permissions; these determine which areas of your Help Center those Users can see and which helpdesk functions they can use.
If you want different Users in your helpdesk to have different levels of access to certain helpdesk functions you will need to add them to Usergroups.
Admins control which Usergroups exist in your helpdesk and grant the necessary permissions to each group, as an Agent you can manage which Usergroups a User is allocated to.
See User Permissions for information about setting up Usergroup Permissions as Admins.
A User can belong to multiple Usergroups, they will just be granted the combined permissions of all the Usergroups they are a member of.
Here is an example of the types of Usergroups you could have on a helpdesk:
Registered - All Users who are registered with the helpdesk.
Power Users - Advanced Users who know your services well.
221B Solar Trial Users - Users who are evaluating your service with a free trial.
VIPs - Users who pay extra for priority support.
If these were some of your enforced limitations:
Only Power Users can see the Advanced Configuration guides on your Help Center and can submit comments on content without needing Agent approval.
Only 221B Solar Trial Users can access Chat with the Sales department.
Only VIPs can access Chat with the Support department.
So if User A was a member of Power Users and VIPs they would be able to see the Advanced Configuration guides and submit comments onto Help Center content without Agent Approval and access Chat with the Support department.
Usergroup permissions apply to Agents as well as Users. If a User has to belong to a certain Usergroup to see the News section of the Help Center, then an Agent won't be able to see the News section unless they also belong to that Usergroup.
Managing Usergroups
To manage Usergroups open a User's profile, in the Properties section there is a Usergroups field, if you click on the field it will open up a dropdown menu.
From the menu you can see a list of the Usergroups that exist in your helpdesk; you can use the search function to easily find a Usergroup.
You select the Usergroup the User should be a member of which will be marked with a tick, if you add multiple the Usergroups will be seen as a list separated by commas on the User profile.
The Usergroups that exist in your helpdesk can be seen as filters in the navigation panel in the CRM app.
Usergroups with no members will not be shown in the navigation panel.
You can also link Organizations to a Usergroup so that all the Users in an Organization and any that join will automatically be added to the relevant Usergroups. See Linking Organizations to Usergroups for more information.
Guest and Registered Users
By default, Guest Users, individuals who access your Help Center without signing in, will have some permissions.
Most helpdesks allow Guests to browse the Help Center and see articles, news posts, etc. without logging in.
Guest permissions are set by Admins using the Everyone Usergroup.
The Registered Usergroup which grants permissions to all registered Users, registration requirements can vary by helpdesk, some just require emailing into the helpdesk, others require approval from an Agent.
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