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agent-permissions.rst

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Agent Permissions

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.

Agent permissions are shown in the middle of the New Role dialog...

Agent permissions are shown in the middle of the New Role dialog...

...and give users access to new sidebar tabs for communicating with customers.

...and give users access to new sidebar tabs for communicating with customers.
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.