Roles in HelpDesk

Rafal Kloc
2 min read
updated: Jul 1, 2019

In HelpDesk, there are three user roles: Admin, Agent, and Viewer. Let’s see what they mean and find out more about their permissions.

Admin

Admin is a role that has all possible permissions. When you create a HelpDesk account, you get the Admin role assigned. You can add more users or manage the entire HelpDesk account.

Admins can:

  • make changes to global settings
  • invite new users (Agents, Admins, and Viewers)
  • create teams and edit them
  • manage subscriptions and payments
  • work with tickets using all HelpDesk features
  • access the Reports section and see data for all teams users

Agent

The Agent role is for everyone who works with tickets in HelpDesk but doesn’t need to make changes to global settings.

Agents can:

  • work with tickets using all HelpDesk features
  • change their personal settings
  • access the Reports section and see data for their assigned teams
When you add Admins or Agents, make sure to adjust the number of agents in your subscription details.
When you add Admins or Agents, make sure to adjust the number of agents in your subscription details.

Viewer

A Viewer is a free user you can add without updating your subscription details. They have limited access to HelpDesk. They can browse and read tickets but they can’t take any actions.

The number of Admins, Agents, and Viewers in unlimited for any HelpDesk account.
The number of Admins, Agents, and Viewers in unlimited for any HelpDesk account.

Assign a role

As an Admin, you can choose the role for a user you add. You can modify this role later.

When you add a new user, choose the role from the drop-down menu:

Inviting users to HelpDesk

How to change a role

  1. Click the editing icon.

Editing an agent

  1. Go to the “Permissions” section, and choose the user’s role.

Permission in user settings

How to add new agents - video

We’ve also prepared a video tutorial on how to invite new agents to HelpDesk:

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