Roles in HelpDesk

Weronika Masternak
2 min read
updated: Apr 12, 2024

How to add new agents - videoLink icon

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

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

As a supplement to your reading, we also recommend a detailed guide to inviting agents in Text Accounts, of which HelpDesk is a part.

Depending on your setup, either everyone on HelpDesk can add new people or only Admins can invite other teammates to join their HelpDesk license. The organization owner can check and change this setup in the Accounts panel.

AdminLink icon

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
  • Change subscriptions and payments
  • Work with tickets using all HelpDesk features
  • Access the Reports section and see data for all teams users

AgentLink icon

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.

ViewerLink icon

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

Assign a roleLink icon

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 roleLink icon

  1. Click the editing icon.

Editing an agent

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

Permission in user settings

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

What are teams

Use teams to structure agents in your customer service process.

Read the article

Create and manage agent accounts

Learn how to add agents to HelpDesk and manage their accounts.

Read the article

Try HelpDesk today

Invite your team and explore HelpDesk features for free

Free 14-day trial Simple setup

Discover our text| products