Usergroups determine what permissions Users have. Usergroup membership grants User permissions, much like belonging to an Agent permission group does for Agents. But unlike with Agents, there is no way to set permissions for an individual User.

Users can belong to multiple Usergroups, and, as with Agent permissions, the effect is additive; a User has all permissions that are granted by all of their Usergroups combined.

You can edit Usergroups from CRM > User Groups.

Everyone Usergroup

You may want Users who aren’t logged in (guests) to be able to access some Help Center content. There is a special Everyone Usergroup which grants permissions to guests. All the permissions you grant to Everyone will be available to every other Usergroup.

If you don’t want guests to be able to do anything on your helpdesk (not even browse Help Center content such as the Knowledgebase), you can disable the Everyone group in CRM > User Groups. You will find the Everyone group with a toggle that you can disable.

Registered Usergroup

The special Registered Usergroup grants permissions to all registered Users. Every Usergroup (apart from Everyone) will have the permissions you grant to Registered.

Another way to think about this is that Registered inherits all the permissions from Everyone and your custom groups inherit all permissions from Registered.

You can grant extra permissions on top of inherited permissions, but you can’t take permissions away. For example, suppose you want to make a “Basic Users” usergroup which can’t access Chat. You must remove Chat access from Everyone and Registered and make sure that users in “Basic Users” aren’t members of other Usergroups which grant Chat access.

Permissions that are inherited are marked with a padlock, to indicate that they can’t be changed.