Note
The permissions listed on this page grant access to features that have to be enabled or configured system-wide in the Admin Panel first.
Permission name | Give access to | Note |
---|---|---|
chat.agent |
Customer Chat </extras/chat.html> |
Requires configuration of Chat Channel </channels/chat> |
cti.agent |
Caller Log </extras/caller-log.html> |
Configuration of a CTI integration is required |
knowledge_base.editor |
Create/edit privileges | Editor permissions always include reader permissions. |
knowledge_base.reader |
Read privileges for internal content | Public articles are always visible. See here </extras/knowledge-base.html#granular-category-permissions> how to set up granular reader permissions for the knowledge base.Keep in mind that this may be dangerous, as reader permission provides access to internal answers! |
report |
Reporting </manage/report-profiles> |
Make sure to never grant this permission to your customers! Giving customers access to reporting constitutes a serious data breach, as it includes all ticket and user information across the entire system! Please also note: 1. the feature it enables is not for communicating with customers; 2. the button appears at the bottom of the sidebar; and 3. it is typically reserved for admins and supervisors. |
ticket.agent |
(Agent) Overviews </basics/find-ticket/browse.html> |
See notes below |
Note
🤔 What about this table under the permissions tree?
Roles can also include group permissions </manage/groups/access-levels>
! The group permission table is shown when there is more than one active group in the system and ticket.agent
permission is selected.
Hint
You can assign both agent and customer roles to the same user — but you can't assign both ticket.agent
and ticket.customer
permissions to the same role!
To make it work, you need two separate roles: one with ticket.agent
and the other with ticket.customer
.