Deskpro has three distinct user types: user, agent, and admin. Each type serves different functions within the help desk.

User Accounts

User accounts are designed for individuals who interact with the help desk and help center for support.

• Account Creation: A user is automatically created when someone contacts the help desk or submits a ticket. You can modify the account creation process via the User Registration settings.

• User Capabilities: What a user can do is determined by their Usergroup Permissions. Common actions include:

  • Submitting tickets through the help center or another channel.

  • Viewing, rating and commenting on help center content.

  • Starting chats with agents.

• Guest User Access: You can configure the help desk to allow certain actions for users who are not logged in, known as guest users.

Agent Accounts

Agent accounts have access to the agent workspace to work on tickets and create support content.

• Role: Agents assist users without access to manage help desk settings.

• Permissions: Each agent has specific permissions that dictate their capabilities within the agent interface. Permissions can be set for individual agents or groups via Agent Permissions Groups.

• Reports Access: Depending on their permissions, agents may have access to the Reports interface, which allows them to view or create reports on help desk activity. Refer to the Deskpro Reports Manual for more information.

Lite Agents

Lite Agents are a sub-type of agents with limited permissions in the agent workspace.

They serve in a view-only capacity, allowing them to gain insights into issues and contribute to resolving tickets more efficiently.

Although Lite Agents don't have access to the full range of actions available to standard agents, they can still utilize key functionalities that empower them to play an effective role in the support process such as adding notes to tickets or communicating with others via Agent IM.

Admin Accounts

Admin accounts are agent accounts with additional permissions to access the admin interface.

• Capabilities: Admins can configure all help desk settings and manage permissions for both agent and admin accounts. This includes converting an agent to an admin and vice versa.

• Uniform Access: All admin accounts have equal capabilities; there is no primary admin account. The original admin account created with the help desk holds the same permissions as any subsequently created admin accounts.

For more details on permissions, see the sections on Usergroup Permissions and Agent Permissions.