Roles in HelpDesk

Weronika Masternak
2 min read
updated: Jan 3, 2023

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

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

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