Setting Up Custom User Roles and Permissions

Custom Roles and Permissions

Admins can create custom roles to grant specific permissions to different types of agents, giving you granular control over what users can see and do.

Creating a New Custom Role

1. Navigate to 'Settings' > 'Manage' > 'Roles'.
2. Click the 'Add Role' button.
3. Give the new role a descriptive name (e.g., 'Billing Team', 'Content Moderator').
4. Provide a brief description of the role's purpose.

Configuring Permissions

After creating the role, you can configure its permissions. Permissions are grouped by area, such as:

• Tickets: Control whether users can view, edit, delete, or assign tickets. You can specify access to all tickets or only tickets within their own groups.
• Users: Grant permissions to view, add, or edit user profiles.
• Reports: Define which reports the role can access.
• Settings: Allow access to specific administrative settings.

Once you've configured the permissions, click 'Save Role'. You can then assign this role to agents from their user profile page.